Manager-Quality & Training

Job Description

Purpose of the Manager Quality & Job Role: Aakash is looking for an experienced Manager Quality (Training & Development) who shall be responsible for monitoring, evaluating, and improving the quality of customer interactions in all branches Pan India (Telephonic & F2F). Role is very dynamic in nature and shall need an experienced and self-motivated professional who shall take full responsibility of individually assigned projects as well as team handling. This role involves analyzing performance data, coaching agents, and implementing strategies to enhance the overall customer experience. The Call Quality Manager would closely work with team leaders, trainers, and other business stakeholders to ensure that quality standards are consistently met. As Quality Manager, you are expected to: 1. Work closely and communicate effectively with CXOs, Senior Business leaders, Regional Training team to identify/ assess training priorities on an ongoing basis and proactively develop solutions to drive business. 2. Ensures team monitors and evaluate inbound and outbound calls, chat, and email interactions for compliance with company standards and quality metrics followed by regular feedback emails to branch stakeholders. 3. Conduct and analyze TNA (Training Needs Analysis) for Quality Assurance team and provide quarterly/annual training plan to develop QA skills. 4. Offer feedback to branches on how to improve specific aspects of their interactions that directly impact CSAT Score of branches. 5. Study NPS (Net Promoter Score) Data and take effective measures to drive process improvements and training initiatives. 6. Prepare VMP (Voice monitoring plan) and ensure target is met followed by validation of good and fatal calls and regularly ensuring Call Calibration followed by publishing regular quality reports to senior management. 7. Analyze call quality data to identify trends, patterns, and areas for improvement. Use RAG analysis to forecast potential issues and proactively address them before they impact overall quality. 8. Work with cross-functional teams to develop and implement process improvements that enhance call quality. 9. Lead initiatives to improve customer satisfaction scores and reduce escalations. 10. Lead the team and ensure effective team management skills and team development To be successful in the Quality Manager Role you are required to have: 1. Strong communication & Excellent written and verbal communication skills. 2. Excellent organizational skills and ability to multitask with strong business acumen. 3. Excellent time and work management skills, ability to prioritize, ability to handle team dynamics, attention to detail and ability to meet established deadlines. 4. Strong project management skills. 5. Ability of stakeholder & vendor management. 6. Certification in Quality Management (e.g., Six Sigma, etc) would be an added advantage. Must to have Attitude: 1. Dynamic professional with excellent interpersonal skills and has enterprising style of work. 2. Desired Traits: Self-starter, proactive, quick & adaptive. 3. Emotional intelligence to work and lead the team. Qualification: Post-Graduate in any discipline (Preferably full time MBA) Experience: 1. 10 to 12 years of experience into Quality & Training. 2. 5+ Years of experience in team management.