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)