Manage the Quality and Training practice for the entire centerSupervise a team of up to 4 assistant manager with an entire function size of 40 membersManage day to day quality operations and ensure quality targets are met across all lines of businessEnsure 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 performanceDesign 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 enhancementsEstablish quality governance process and ensure efficient and effective communications and organizationEnsure 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 needsDrive consistency and best practice sharing of standard practices within the organizationRecruit, lead and develop direct reports. Ensure adequate support function staffing of highly experienced and well-trained personnel across all LOB'sCreate an inspiring team environment with an open communication cultureBachelor's degree in related field from a four-year college or universityExcellent communications skills, speaking, reading and writing in English and Bahasa. verbally articulate and a confident oratorAt least 10 years work experience with 5 years of leadership experience supervising functional leads in a BPO, contact center, support services or any similar industryAt least 3 years' experience managing training and quality as a managerProvided functional support to an operations or program with a minimum headcount of 800 FTE'sHighly proficient in Quality, Training, and process improvement methodologiesExperience in managing external clients,Lean six sigma trained and certified preferred.Good Organizational and time-management skills and good work ethicGood problem-solving, critical thinking, creative thinking, and analytical skillsAble to encourage and lead others to achieve relevant resultsAble and willing to work in shifting schedules including night shifts, public holidays, and overtime.
