Assistant Training Manager

Assistant training manager

Malad Mumbai

Key Responsibilities

• Design, develop, and deliver onboarding, new hire and refresher training programs for customer support executives.

• Identify skill gaps through performance analysis and feedback mechanisms.

• Collaborate with stakeholders to align training content with business and process changes.

• Monitor training effectiveness using feedback, assessments, and performance metrics.

• Implement digital learning tools, simulations, and role-plays to enhance engagement.

• Define and standardize quality monitoring frameworks across all customer service channels (voice, email, etc.).

• Drive the QA team to perform audits, publish regular quality scorecards, and conduct RCA on errors and escalations.

• Work with operations and process design team to implement corrective and preventive action plans.

• Enable a culture of continuous improvement and learning.

• Provide coaching and career development support to team members.

• Create and present reports on training effectiveness, quality metrics, and agent performance trends.

• Use data insights to drive strategic decisions and enhance operational performance.

• Strong understanding of customer experience principles, Training and quality frameworks (e.g., COPC, Six Sigma added advantage).

• Excellent communication, interpersonal, and stakeholder management skills.

• Proficiency in MS Excel, PowerPoint, and reporting dashboards.

• Bachelors degree in any discipline.

• 7 8 years of total experience in customer support / training / quality domains.

Contact details: ramya.ramya1@teleperformancedibs.com

Ph no: 8050980644

Thanks

Ramya V