BharatPe – Lead – Training & Quality – Call Centre (4-8 yrs)

About the role:

– Call center Training, Transactional Quality, strategic Quality, OD Trainings, L&D Interventions at call center

– Set up Sampling Methodology, Quality Monitoring, Training Planning, Lean Management, process reengineering, setting up process from scratch.

– Work closely with operations team to forecast training needs and deploy training resources as needed.

– Explore new ways of delivering ongoing training to the merchant experience team.

– Ensure consistency with Global Training strategy while customizing to meet local needs of the team.

– Work closely with the Quality team to implement assessments throughout training and at key points in the employee development journey.

– Proactively identify training needs and adapt to changes related to fast growth.

Required skill set:

– Graduate and Six Sigma Green Belt Certification ( Black Belt Preferred)

– 4-8 years of experience in CC Training & Quality

– Strategic alignment on T&Q needs and ensuring on ground execution

– Work closely with CC partners to ensure T&Q standards are met

– Functional Competencies: Transactional Quality , Strategic Quality , Training Delivery , process reengineering.

Behavioral Competencies:

– Go getter attitude with problem solving skills.

– Team player with good verbal and written communication in Hindi / English.