Assistant Manager-Capability Development

Assistant Manager Quality Capability Development

Firstsource is a leading provider of customized Business Process Management (BPM) services. We specialize in helping customers stay ahead of the curve through transformational solutions in order to reimagine business processes and deliver increased efficiency, deeper insights and superior outcomes.

The holder of this role manages a Mailroom quality and training team. The role demands competency to work on complex process and perform analytical or professional activities through a broad knowledge of Evaluation, Development, Delivery Concepts, and Practices & Procedures.

The role is also responsible for the overall evaluation of Quality Management System for the processes handled by her/him. The role includes ensuring customer satisfaction through adherence to client contractual requirements and suggesting appropriate training/corrective actions to overcome shortcomings.

Essential Duties and Responsibilities:

• Assist leadership to evaluate the quality management and training system for the Digital Intake process.
• Ensure 100% customer satisfaction by managing all activities directed towards this objective and provides professional and analytical support during the evaluation, development, and delivery of training programs for skills, process specific (technical skills), staff development training.
• Ensure that all contractual agreements are met
• Meet the defined location’s performance metrics in the stated areas: attrition, attendance, location capacity, client support/satisfaction, and employee morale.
• Ensure data compilation, report generation and accompanying analyses are completed and provided to the senior management in a timely manner.
• Evaluate new materials and procedures and revise pre-existing resources to ensure business unit or group needs are met.
• Identify needs for and assist in leading projects for quality improvement or training initiatives in partnership with business partners and other stakeholders.
• Ensure regular quality monitoring.
• Prepare schedule and ensure adherence to the quality audits/checks schedule.
• Manage quality monitoring process, monitor performance according to agreed standards and take necessary action to communicate/advise/assist according to performance levels.
• Identify and conduct remediation activity for defects found.
• Manage improvement action plans for agents and process by providing specific performance feedback both positive and corrective.
• Contribute to executive policy and strategy.

Manage client interactions

• Provides input to more senior staff on assessments of business unit objectives, departmental needs, business systems or changes to products, procedures, or services, which may impact related needs.
• Through staff, ensure the timely and accurate production of applicable materials.
• Works with vendors and other third party sources (i.e., colleges, universities) to coordinate technical or professional offerings.
• Help with training consultation across projects and recommend remedy programs for implementation and effectiveness.
• Monitor and enforce development of the team (e.g., setting performance expectations/targets, training, coaching, performance appraisals, etc.).
• Oversee the planning and implementation of initiatives to provide high quality results in a cost- effective manner.

Educational/Vocational/Previous Experience Recommendations:

• A minimum of 2 years in a quality/training role preferred

• Bachelor’s degree or combination of education and previous experience preferred

Preferred Mailroom or digital intake background or combination of Mailroom and quality/training.

Assistant Manager Quality Capability Development

Firstsource is a leading provider of customized Business Process Management (BPM) services. We specialize in helping customers stay ahead of the curve through transformational solutions in order to reimagine business processes and deliver increased efficiency, deeper insights and superior outcomes.

The holder of this role manages a Mailroom quality and training team. The role demands competency to work on complex process and perform analytical or professional activities through a broad knowledge of Evaluation, Development, Delivery Concepts, and Practices & Procedures.

The role is also responsible for the overall evaluation of Quality Management System for the processes handled by her/him. The role includes ensuring customer satisfaction through adherence to client contractual requirements and suggesting appropriate training/corrective actions to overcome shortcomings.

Essential Duties and Responsibilities:

• Assist leadership to evaluate the quality management and training system for the Digital Intake process.
• Ensure 100% customer satisfaction by managing all activities directed towards this objective and provides professional and analytical support during the evaluation, development, and delivery of training programs for skills, process specific (technical skills), staff development training.
• Ensure that all contractual agreements are met
• Meet the defined location’s performance metrics in the stated areas: attrition, attendance, location capacity, client support/satisfaction, and employee morale.
• Ensure data compilation, report generation and accompanying analyses are completed and provided to the senior management in a timely manner.
• Evaluate new materials and procedures and revise pre-existing resources to ensure business unit or group needs are met.
• Identify needs for and assist in leading projects for quality improvement or training initiatives in partnership with business partners and other stakeholders.
• Ensure regular quality monitoring.
• Prepare schedule and ensure adherence to the quality audits/checks schedule.
• Manage quality monitoring process, monitor performance according to agreed standards and take necessary action to communicate/advise/assist according to performance levels.
• Identify and conduct remediation activity for defects found.
• Manage improvement action plans for agents and process by providing specific performance feedback both positive and corrective.
• Contribute to executive policy and strategy.

Manage client interactions

• Provides input to more senior staff on assessments of business unit objectives, departmental needs, business systems or changes to products, procedures, or services, which may impact related needs.
• Through staff, ensure the timely and accurate production of applicable materials.
• Works with vendors and other third party sources (i.e., colleges, universities) to coordinate technical or professional offerings.
• Help with training consultation across projects and recommend remedy programs for implementation and effectiveness.
• Monitor and enforce development of the team (e.g., setting performance expectations/targets, training, coaching, performance appraisals, etc.).
• Oversee the planning and implementation of initiatives to provide high quality results in a cost- effective manner.

Educational/Vocational/Previous Experience Recommendations:

• A minimum of 2 years in a quality/training role preferred

• Bachelor’s degree or combination of education and previous experience preferred

Preferred Mailroom or digital intake background or combination of Mailroom and quality/training.