Training & Quality Lead

Title: Training \& Quality Lead

Location: Austin, TX, 78753

Duration: Full time

Shift days/hours: Mon-Fri 7:30– 4:30pm OR 8-5pm CT

Interview:

Wipro is seeking a Training/ Quality Lead- Trust \& Safety who combines excellent training, quality, policy and organizational skills with the ability to function effectively to bring their talent to our team. As a Training \& Quality Lead- Trust \& Safety, you will be responsible for new hire coaching, communication and classroom training, providing feedback and coaching to agents on transactions, driving insights within in the team as a part of continuous improvement.

Primary Responsibilities:

• Conduct audit transactions as defined by the client \& close loop the feedback and coaching.

• Structure on-boarding training requirements.

• Ensure all new employees go through the defined new hire learning path for their respective roles.

• Participate in and lead activities and work with the client and stakeholders to ensure that processes knowledge is documented and transferred to the operations team.

• Support new hires during OJT and go live.

• Manage/provide refresher and remedial training for existing employees.

• Maintain trainee data and information in the central repository to ensure audit readiness.

• Analyze training needs for employees, single point of contact for the account for any training requirements.

• Provide pro-active training intervention / guidance to leadership targeting metric / business impact.

Qualifications:

• Bachelor’s degree.

• Minimum 2 years experience in a relatable Trainer / Quality analyst role.

• Acquainted with the communication nuances for the possible kinds of errors that one would expect in this setting.