Training And Quality Manager

AM/Asso. M - Training & Quality, Customer Care

Roles & Responsibilities:

The purpose of this role is to elevate customer delight and experience by driving performance

and the productivity of the team.

Training:

• Conduct effective induction and process training sessions

• Identifying and assessing current and future training needs and deliver the required training

• Establish training program/course learning objectives and content

• Monitor and evaluate training program's effectiveness and success periodically and report the outcomes

• Develop valid and reliable content & assessment tools to measure the effectiveness of objectives

• Resolve any specific problems and improvise/amend training programs as required from time to time

• Keep one-self updated on the training trends, developments and best practices in the industry

to ensure an excellent customer experience is driven through the entire customer service team

• Managing performance improvement of associates by drawing an overall or individualized

training and development plan basis the business objective

• Utilizing a wide variety of training methods

Quality :

• Drive performance and deliver/review agreed service levels

• Conduct audits as per defined guideline and sampling for transaction monitoring on both

quality and compliance.

• Ensure 100% closure of feedbacks through review & feedback mechanism, regular 1-0-1's

and team meetings

• Generate and publish regular audit reports (daily, weekly, monthly)

• Identify gaps and conduct feedback and refresher sessions with agents to improve process

knowledge and quality of customer service

• Identify process gaps and drive process improvement initiatives

• Drive calibration sessions with internal teams

• Conduct quality induction/trainings for new hire / refresher batch as and when required

• Oversee action plans/PIP for underperformers

• Identify opportunities to maximize efficiency through cross skilling & effective resource

utilization

• Identify process gaps & drive quality projects to improve the process

Others:

• Drive initiatives and projects on NPS & Customer Experience

• Managing escalation

• Floor walking / Floor Support for New Hires

• Take initiatives around Process Excellence and Knowledge Enhancement

• Prepare & publish Dashboards/ MIS reports and other presentations as required by

Management from time to time

• Graduate with 7-9 years of relevant experience into Training & Quality in a Customer Services department/ function

• Should have created and delivered high quality training and process improvement initiatives.

• Displays Customer Centricity, Innovation and is an Agile persona.

• Excellent verbal and written communication skills.

• Extremely Positive Attitude, Self-motivated, Persistent and Open to Learning.

• Adaptable to a constantly evolving environment

• 6-day work week with rotational week-off

• Work from office (Chandivali, Andheri East, Mumbai)

• Rotational shifts (including night shifts)