Supervisor, Training & Quality

Job Title:

Job Description

Role: Supervisor, Training & Quality

Location: Gurgaon

Education - Graduate

Role Overview:

We are looking for an experienced Supervisor, Training & Quality to lead training, quality assurance, and performance improvement initiatives within a banking operations environment. The ideal candidate should have strong experience in voice-based banking processes, quality management, coaching, stakeholder management, and advanced Excel reporting.

Role and Key Responsibilities

Training & Development

• Conduct new hire training and refresher sessions for banking operations teams.
• Identify knowledge gaps and implement training interventions to improve performance.
• Develop training content, SOPs, process guides, and assessment programs.
• Monitor training effectiveness and provide recommendations for continuous improvement.

Quality Management

• Manage quality monitoring programs for voice interactions.
• Conduct call audits and provide actionable feedback to agents and team leaders.
• Analyze quality metrics and identify trends impacting customer experience and compliance.
• Ensure adherence to banking, regulatory, and operational guidelines.

Performance Improvement

• Drive quality improvement projects and process excellence initiatives.
• Collaborate with Operations and Leadership teams to improve service delivery.
• Track and report key performance indicators (KPIs), quality scores, and training effectiveness.

Reporting & Analytics

• Prepare MIS reports, scorecards, dashboards, and performance analytics.
• Utilize advanced Excel functions such as Pivot Tables, VLOOKUP/XLOOKUP, Power Query, dashboards, and data analysis.
• Present insights and recommendations to management based on performance trends.

Required Skills & Qualifications:

• Bachelor's degree in any discipline.
• 6+ years of experience in Banking/BFSI Operations.
• Minimum 2 years of experience in Training and/or Quality leadership roles.
• Strong exposure to Voice Process operations within banking or financial services.
• Advanced proficiency in Microsoft Excel.
• Excellent communication, coaching, and stakeholder management skills.
• Strong analytical and problem-solving abilities.

Preferred Experience:

• Exposure to Digital Banking, Retail Banking, Payments, Cards, KYC, or Customer Service operations.
• Experience managing training and quality teams.
• Knowledge of process improvement methodologies and quality frameworks.

Key Competencies:

• Training & Facilitation
• Quality Assurance
• Coaching & Feedback
• Banking Operations
• Voice Process Management
• Data Analysis & Reporting
• Stakeholder Management
• Team Leadership

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

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