Assistant Manager - Process Training (Travel Experience)

Job Description

About The Role As the Trainer/Quality Analyst - Assistant Manager for our call centre (Outsource Partner) handling the travel process, you will be responsible for ensuring the delivery of high-quality training programs and maintaining excellence in customer service through effective quality assurance measures. You will play a key role in equipping our agents with the necessary skills and knowledge to deliver exceptional service while also continuously monitoring and improving service quality Core Responsibilities Conduct New Hire Training Batches Conduct Refresher Training Batches Creation of Process Documents Update Process Manuals Sending Process updates to the operations floor and vendor partners Conducting Fortnightly Online Assessments Call Analysis – Detractor, Passive & Promoter Taking Calls for Process improvement Maintaining Training MIS Participating in Weekly Call Calibrations with Partners Ensure quality based intervention. Ensure that Process quality and training is delivered effectively in the stipulated timelines. Evaluate process quality and take corrective actions which should be tangible. Evaluate effectiveness of T & D interventions Provide crisp and specific feedback to Front Line Recruitment Teams on quality of new hires. Design and develop Quality framework. Ensure uniform quality of training being delivered by all training teams in line with process requirement. Interact and streamline channels of communications with other Functions. Facilitate and identify potential areas for improvement; lead improvement Projects using the DMAIC Method. Manage a team of trainers and quality analysts. Responsible for coordinating with multiple functions to establish processes and cost-saving metrics like CPB. Candidates should demonstrate proficiency in soft skills training, but not limited to effective communication, conflict resolution, and team building. Self-Management Responsibilities Maintain a decent and clear communication between the team and Partner Ensure Positive Outcome with every Interaction. Should be Organized and Confident within the Team and with Partner. Maintain integrity and hygiene with all customer and internal interactions. Minimum Qualifications Graduate / Diploma (10 + 2 + 3 / 10 + 3) Professional Certifications IATA Preferred though not mandatory. Lean Six Sigma Yellow or Green Belt Training / Certification from reputed organization / institute will be an added advantage. ADDIE Training model will be an added advantage. Language Skills Ascentify B2 High English skill. Spoken Hindi (neutral accent) Years Of Experience A minimum of 2 to 4 years of experience in an Inbound Customer Service environment. Travel BPO preferred Show more Show less