Job Description

Role & Key Responsibilities Meet and exceed Client Metrics: External & Internal Training Metrics to be consistently Green Take complete responsibility of performance on the Training and SLA/KPI metrics Drive/identify improvement areas in assigned area/project especially 0- 90 days performance Collaborate with operations, and other stake holders for the delivery as per SOW Develop Controls to minimize external and internal escalations Overall implementation, planning and improvement of the Transactional Quality Framework Set up, improve, drive and streamline TNI, Refresher & other internal processes related to Training Responsible for leading, motivating and supervising the team of Trainers assigned As an ongoing practice, monitor & conduct deep dive analysis on areas of opportunities within the account and implement corrective actions, to help achieve desired results To identify root causes of variances in metrics (if any) To propose corrective/improvement solutions based on facts and data and implement and monitor improvement projects in the process Collect Data and perform analysis and RCA on metrics and publish reports accordingly Create and maintain Knowledge base and up skilling of resources with change in the process Focus on identification and highlight any/all compliance defects and recommend training or action plan Own compliance, data security and risk assessment for the process highlight noncompliance in time to avoid surprises or before reported by external sources Key skills and knowledge: . Excellent verbal and written communication skills . Should be willing to work in shifts along with the team in customer business time . Should be a good team player with willingness to learn and drive to achieve . Practice and focused on Metrics Qualification: Graduate in any discipline Work Environment and Conditions: . The role is based in an office environment . Day shifts only from 9 am to 9 pm (Any 9 hours shift) . For females shift timing will end at 8 pm . 6 days work week Share Resume at Rahul.Raj@Transcom.com