Deputy Training/Quality Manager - Call Center (Life insurance domain)

The Quality and Training manager will play a critical role in ensuring our sales team delivers an exceptional customer experience. This individual will be responsible for monitoring and evaluating agent performance through call and ticket audits, as well as designing and delivering engaging training programs for new hires and existing staff. The ideal candidate has a strong understanding of call center operations, is an excellent communicator, and is passionate about helping others succeed.

Main duties are as follows:

Job Description: Training & Quality (Call Center)

Training Management:

• Develop, implement, and continuously improve training programs for new hires (NHT) and tenured agents.
• Conduct needs assessments and identifies skill/knowledge gaps.
• Deliver engaging training sessions (classroom, virtual,) For call center partners.
• Create and maintain training materials (Scripts,Faq,s, Objection Rebuttals, and learning modules.)
• Monitor post-training performance to measure training effectiveness and make improvements.
• Drive various Contest via call center team to increase business
• Product Certifications records of training registers for Internal Audits
• Lead OJT Programs ensuring new hires starts contributing towards business.

Quality Management:

• Design, implement, and oversee the call centers Quality Monitoring.
• Monitor agent interactions (calls, emails, scripts) to ensure compliance with policies.
• Provide actionable feedback and coaching recommendations to supervisors and agents.
• Analyze quality results to identify trends, risks, and areas for improvement.
• Prepare and present quality reports, insights, and recommendations to internal management.
• Facilitate calibration sessions with internal & external (Partner) Stakeholders to ensure scoring consistent
• Ensure QA conduct regular Audits of the BAU & Sales calls as per the SLA without any variance.
• Analyse the reports published by the call center QA and provide insights to training and operation team for performance.

Stakeholder & Team Management:

• Collaborate with internal & call center managers to understand business objectives and translate them into training/quality initiatives.
• Partner with Operations (Internal & call center), to support performance.
• Lead and develop Training & Quality Analysts/Trainers, fostering a culture of continuous improvement.
• Ensure SLA adherence and KPI achievement related to quality and training outcomes.

Required skill-set:

• Proven experience as a Quality and Trainer manager or a similar role in a call center environment.
• Strong knowledge of quality assurance methodologies and procedures.
• Excellent public speaking and presentation skills.
• Exceptional written and verbal communication skills.
• Strong analytical and problem-solving abilities.
• Proficiency with Microsoft Office excel for reports and analysis.
• Experience with a CRM or call center software is a plus
• Life insurance domain experience is mandatory
• Job requires travelling to Lower Parel, Bhandup & Ghansoli.