Success Coach Manager - WFO NxtWave Disruptive Technologies

1.0 - 2.0 years

3 - 7 Lacs

Madurai, Tamil Nadu, India

On-site

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Responsibilities: Lead and manage a team of Success Coaches, ensuring they're well-prepared to guide their alloted students. Provide ongoing training, feedback, and resources for guiding students effectively. Create specific plans to boost Success Coach effectiveness, focusing on engaging students, completing courses, reducing dropouts/churn, and ensuring they continue subscribing each month to increase student retention. Regularly assess Success Coaches, provide guidance, implement feedback channels and monitor progress of success coaches. Ensure to update team training manuals and playbooks regularly based on learners mindset and behavior. Taking responsibility for the team outcomes, performance and efficiency, reach monthly team outcomes for student retention. Make sure students consistently learn with the help of Success Coaches and stay on track with the course. Handling escalations from time to time and improving customer experience. Analyzing and sharing active feedback and trends about the learners behavior, pain points, challenges to product teams to improve customer experience. Take ownership of the student's learning journey from onboarding to placement preparation. Qualifications and Skills Required: Strong communication skills in English (Verbal and Written) 1-2 years of experience in Customer success or Customer support roles Leadership skills with the ability to motivate and guide a team towards achieving collective goals. Customer focus and adaptability to different personality types Ability to multitask, set priorities and manage time effectively Problem solving and growth mindset. Must be strong in handling objections Person who is very dedicated, works hard, and is very determined. Work experience with ed-tech companies will be an added advantage. Languages: Excellent Proficiency in English Native language Tamil

Posted 2 weeks ago

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Manager - Quality Assurance 1 Finance

4.0 - 8.0 years

4 - 8 Lacs

Mumbai, Maharashtra, India

On-site

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Identify check points where the Financial Concierge Specialists (FC s) communicate with the clients Design a metrics to evaluate the above Financial Concierge Specialist (FC s) touch points using call quality parameters and standards Identify areas for improvement for FC s quality checks Design feedback mechanism to share constructive feedback with FC s and monitor improvements Deep dive into the problems and conduct root analysis cause to identify possible solutions Program, manage and drive continuous improvement and process adherence KRP for the quality check of the FC s dedicatedly Build and populate key management dashboards to monitor quality check results to enable data-driven decision-making using business intelligence tools Collaborative and result oriented Structured approach of thinking and execution Proven experience in quality control, quality assurance or a related role Strong understanding of quality evaluation systems, tools and techniques

Posted 3 weeks ago

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