Senior Manager - HR desk Quality and Capability Management
Designs appropriate quality standards and measures to evaluate call and mail transactions
Coordinates and facilitates call calibration sessions and provides feedback to the team leaders and managers
Understands the common descriptions of how roles change in response to increasing complexity and therefore develops/ facilitates development of guides and tools to support professional development, career planning and succession planning for key roles
Knowledge and awareness about capability assessment tools and evaluation procedures.
Fundamental knowledge of adult learning theory and curriculum design incorporating e-learning and instructor-led methodologies
Experience in delivering soft skill or supporting customer centric training (e.g., inbound/ outbound phone calls, email)