Assistant Manager - Training and Quality

Key Responsibilities

1. Drive consistent performance and learning outcomes.
2. Enhance the delivery partner experience through quality assurance and training interventions.

Job Duties

Training

• Own end-to-end training life cycle onboarding, nesting, floor refreshers.
• Prepare training calendars, track attendance, measure effectiveness through post-training evaluations and performance metrics.
• Identify training needs through performance data and quality audits.
• Create and update training content, SOP documents, and process decks in collaboration with policy/process teams.
• Facilitate process update sessions for agents and team leaders during feature rollouts or SOP revisions.
• Build and manage a pool of floor trainers.

Quality

• Design and implement a QA framework covering voice, chat, and non-voice channels.
• Monitor agent performance on quality metrics like empathy, process adherence, communication, and accuracy.
• Conduct root cause analysis on repeat errors or DSAT drivers and recommend coaching interventions.
• Lead calibration sessions to ensure scoring consistency and align quality standards across teams.
• Maintain QA scorecards, feedback trackers, and RCA logs.

Analytics & Reporting

• Prepare and publish regular dashboards for training coverage, quality scores, TNI trends, and error types.
• Track and report feedback TAT, audit accuracy, and effectiveness of interventions.
• Use performance data to highlight gaps and recommend improvements.

People

• Manage and mentor a team of Trainers and Quality Analysts.
• Monitor team performance and provide timely feedback and coaching.
• Plan rosters, manage team schedules, and address administrative needs (attendance, leave, escalations).
• Ensure clarity of expectations and align the team to org-level goals and KPIs.
• Drive morale and team engagement; identify development opportunities and build succession pipelines.

Organizational

• Participate in org-level projects such as new center launches, tool adoption, and curriculum revamps.
• Support operations during peak volume days or new launches.
• Collaborate with cross-functional teams (Policy, WFM, Tech, etc.) for seamless implementation of initiatives.

Metrics for Performance Measurement

• QA score trend and audit accuracy
• Training completion and effectiveness scores
• Feedback TAT adherence
• Process compliance and documentation hygiene
• Attrition and absenteeism rates within T&Q team
• Stakeholder satisfaction and implementation of improvements
• Alignment to Swiggy values and partner-first mindset

Good to Haves

REQUIRED

• Excellent communication and facilitation skills
• Strong analytical and problem-solving skills
• Prior experience in managing Training/QA teams
• Proficiency in Excel, Google Sheets, and QA tools
• Exposure to customer/partner support environments (voice/chat/email)
• Ability to lead by example and build high-performing teams
• Comfortable working in rotational shifts if required
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Preferred(Not Mandatory)

• Certifications in training, coaching, or Six Sigma
• Knowledge of LMS and QA platforms (Ameyo, Freshdesk, NICE, etc.)