Assistant Manager - Training and Quality

Assistant Manager - Training & Quality
Key ResponsibilitiesResponsible for managing the Training and Quality vertical for the Delivery Executive (DE) support function within the contact center. The role focuses on improving the support experience through structured training programs, robust quality frameworks, and capability-building initiatives.The two objectives of this role are to: . Drive consistent performance and learning outcomes. . Enhance the delivery partner experience through quality assurance and training interventions. Job DutiesTraining . 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