Majorel (Gurgaon): AM Training & Quality ( QTP Lead) | CTC Upto 8 L pa | JC/1818

 Interview Process:

 

• Post CV Screening Ridhima will provide a time slot to connect your candidate for a con call
• Post her short listing, candidate’s profile will be shared with the client

• Try to process the candidate who can join immediately
• Work from Office

 

 

Sr. No.

Candidate Name

Location

Total Experience

Relevant Experience

Current Company

Current Designation

Current CTC

Expected CTC

Notice Period

Reasons To Quit

Communication Skills on the scale of 10

Domain Knowledge on the scale of 10

Previous Company 1

Previous Company 2

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Previous Company 4

Previous Company 5

 

Company Website: https://www.majorel.com/

 

Majorel is a global services company headquartered in Gütersloh, Germany. Its services include customer support, information technology, logistics, and finance

The history of Majorel goes back to the printing and industry services division of Bertelsmann; the current name was introduced in 1999

Today, Majorel is one of eight divisions of Bertelsmann, the media, services and education group

In 2016, Majorel had about 68,463 employees and an overall turnover of 3.84 billion euros

 

 

Job Code	JC/1816
Process	Amazon
No. of Requirements	1
Gender	Male / Female
About Process	Responsible to ensure the required number of evaluations i.e. Quality, CSAT, Complaints etc. are completed as agreed with clients
	In charge of maintaining evaluations completed by the quality team in the central data base as defined by operations/clients
	Report performance and statistics through daily weekly and monthly reports submitted to the Quality Team and Operations.
	Conducting / attending regular Gauge RNR & Calibrations with team to maintain level of knowledge of the supervisory staff
	Shares compliance expectations, understanding of the Quality guidelines and Complaints management with New Hires and existing staff.
	Gauging effectiveness of daily/weekly briefings and cascading updates to all on the operations floor by conducting dipstick checks on a regular basis
	Prepare reports based on the quality scores of the advisors.
	Provide analysis on areas of opportunity and action plans to improve performance
	Responsible for auditing monitors completed by Quality Analysts to ensure adherence of Compliance and Quality guidelines agreed between operations / clients.
	Aligning quality analysts to respective teams to ensure the daily / weekly / monthly quality activities are covered with all operational teams
	Manages quality related escalations and preparing RCAs with closure with operations and client.
	Managing shift timings & leaves for the Quality team
	Manages and takes accountability of grooming quality analysts and advisors to meet process and functional expectations
	Foster team work environment
	Actively engage team members in team building activities
	Maintain team engagement and improve employee knowledge retention & Performance
	Being proactive in identifying learning and development needs of the team members/advisors
	Managing training department and New hire trainings for the program
	Understand the training needs shared by internal and / or external customer(s), manage and improve the performance of the program / process, prepare training plan, coordinate and liaise with various teams to effective execution
	To ensure continuous improvement in the training performance of the process
	To define, standardize and monitor training and quality parameters and thereafter make recommendations for ongoing improvements. Spearheading continuous improvement in training and quality metrics of the programs and to drive improvement projects across businesses
	Mentoring and developing skills of training staff
	Develop a  check system to gauge effectiveness of action plans to drive improvements in the program through corrective intervention from a quality and training angle
	Drive improvements through ongoing monitoring, training and developing skills of front line staff across businesses
	Responsible for the delivery of both soft skill, customer service and coaching and feedback delivery training for training and quality staff
	Maintains and verifies that review exercises are conducted for all quality specialists and trainers to identify opportunity areas in transaction monitoring activities/ ongoing floor monitoring
	Review of resource utilization – Evaluates utilization of each trainer at regular basis and identify trainer(s) who don’t have any training batches aligned for a given time and / or who are under – utilized due to any identified / unidentified reason(s). Reallocation of all such identified resources needs to be done within or across their current program / process and revised list of KPI as well as measure of success needs to be shared with them
	Client Management & handling client reviews from the aspect of training requirements
	Hands on experience of creating modules, training planners for the processes
Title	AM Training & Quality ( QTP Lead)
Location	Gurgaon (Udyog Vihar Phase-3)
Requirement	Good Communication Skills (8/10)
	Total 4 + years of experience out 3 + years of relevant experience as Quality Lead on papers
	Should be comfortable to travel from Gurgaon to Mohali
	Anyone who had worked with Amazon process in the past is a must
	Should have experience in Content Moderation Background
Education	Graduate
Shift timings	24*7 environment
Transport Boundaries	Source candidates from close by locations
Transport Facility	Depending on shift
Salary Range	6L to 8L pa
Weekly Off	6 Days working, 1 rotational off
Age	Upto 40 years
USP	Designation, Salary
Rounds of Interview	HR (Check previous experience, Qualification, Age, Communication skills, Compensation, Stability)
	Process Head (Process knowledge, Age, Stability, Communication skills, Compensation)
	VP (Check knowledge, experience, Compensation)
Documents	Educational + Identity Proof + Residential Proof + Salary Proof (Bank Statement/Pay slip) + Relieving documents
Clawback	90 Days