- Manage the Quality and Training practice for the entire center
- Supervise a team of up to 4 assistant manager with an entire function size of 40 members
- Manage day to day quality operations and ensure quality targets are met across all lines of business
- Ensure quality framework is in place and coordinated across all stakeholders both internal and external and ensure process standardization.
- Assess quality issues within operations, conduct RCA, develop insights, and recommend action plans to improve quality performance
- Design quality strategies manage scalable processes and implement TnQ end-to-end initiatives with clear goals and timelines.
- Work with internal and external stakeholders on quality strategy and process improvements process, champion change management and recommend tools, procedures, and workflow enhancements
- Establish quality governance process and ensure efficient and effective communications and organization
- Ensure all training programs and content meet business and operations standards.
- Develop and coach the quality and training team members, Identify and analyze knowledge skill gaps and performance improvement opportunities and provide relevant training needs
- Drive consistency and best practice sharing of standard practices within the organization
- Recruit, lead and develop direct reports. Ensure adequate support function staffing of highly experienced and well-trained personnel across all LOB’s
- Create an inspiring team environment with an open communication culture
- Bachelor’s degree in related field from a four-year college or university
- Excellent communications skills, speaking, reading and writing in English and Bahasa. verbally articulate and a confident orator
- At least 10 years work experience with 5 years of leadership experience supervising functional leads in a BPO, contact center, support services or any similar industry
- At least 3 years’ experience managing training and quality as a manager
- Provided functional support to an operations or program with a minimum headcount of 800 FTE’s
- Highly proficient in Quality, Training, and process improvement methodologies
- Experience in managing external clients,
- Lean six sigma trained and certified preferred.
- Good Organizational and time-management skills and good work ethic
- Good problem-solving, critical thinking, creative thinking, and analytical skills
- Able to encourage and lead others to achieve relevant results
- Able and willing to work in shifting schedules including night shifts, public holidays, and overtime.
Gear Inc is a US software engineering company started by industry veterans with 8+ years of silicon Valley experience westrive to provide high-impact and reliable programming service corporations all around the world. We are capable of quicklylearning and implementing almost any type of programming system. This silicon Valley owned company has its mainbased in Hanoi, Vietnam, and offices in Danang, Vietnam, The US, The Philippines, India, Thailand, and Indonesia.
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