Group Manager - Quality and Training
Adobe
Noida, Uttar Pradesh, India
Our Company Changing the world through digital experiences is what Adobe’s all about. We give everyone—from emerging artists to global brands—everything they need to design and deliver exceptional digital experiences! We’re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen. We’re on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours! Job Summary: We are seeking a visionary and results oriented leader for Training and Quality at Adobe DME CX. The role is to lead the design, develop, and implement Adobe’s Global Digital Media Customer support organization training and quality assurance programs. This position will be responsible for overseeing and providing strategic direction for development and execution of our training and quality initiatives across regions. The primary responsibility is to drive effortless customer experience. This requires experience and understanding of how to effectively build a strategy to improve overall customer experience by reducing the pain points and frictions across the channels. As the leader, it will be important to drive the insights and analysis to recommend process improvements, or technology solutions to help and making it easy for our customers and employees. Key Responsibilities: A leader who can support growth at a global scale, and be able to put in place a processes that is scalable, resource efficient, and drives accurate results Develop, implement, maintain a comprehensive training and development strategy that aligns with business objectives and promotes employee development across the organization. Design and deliver training modules, workshops, and other learning initiatives to improve employee skills and knowledge. Develop and level up quality assurance programs and processes to ensure consistent quality of products, services, and customer experiences across the organization. Has to play a key role working with operations and support functions to understand business needs and apply relevant techniques to deliver quantifiable improvements. Establish and monitor quality metrics and KPIs to identify areas for improvement and track progress. Ensure process compliance, perform audits and reduce non-compliances Collaborate with cross-functional teams to identify training needs and quality improvement opportunities. Develop and maintain relationships with external training vendors and industry experts to keep up with best practices and industry trends. Manage a team of training and quality professionals, providing leadership, mentorship, and guidance. Develop and manage the department's budget, ensuring optimal allocation of resources. Create and maintain a culture of continuous learning and improvement across the organization. Develop and implement strategies to measure the impact of training and quality initiatives on the organization's performance. Ensure that all regions are aligned on global strategy to be able to execute and deliver at the same pace and quality standards Quantify business cases and drive cross- -functional partners to change our systems, processes, and policies to achieve better outcomes Requirements: 15+ years of experience in training and development, quality assurance, or a related field, with at least 5 years in a senior leadership role. Strong leadership presence and passion for leading quality and training teams and implementing processes across the globe Global experience of a minimum of 5 years in supporting other geographies in a contact center environment Proven track record of collaborating with cross- -functional groups to produce results Experience in executing improvement projects using Six Sigma, Lean and / or other quality tools. Exposure in transactional quality / operational quality and Knowledge of Sampling Techniques Experience in Quality function which would include transaction quality experience and process improvement projects @ ITES Proven track record of designing and implementing successful training programs and quality assurance initiatives across diverse teams and departments. Strong leadership and management skills, with experience managing teams of professionals across the organization. Excellent communication, presentation, and facilitation skills with strong analytical skills along with the ability to use data to make informed decisions. Strong project management skills and the ability to manage multiple projects simultaneously. Knowledge of adult learning principles and instructional design methodologies. Experience with Learning Management Systems (LMS) and QMS
