Manager- Training & Quality

Swiggy

4 - 6 years

15 - 17 Lacs

bengaluru

Posted:3 hours ago| Platform:

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Skills Required

training manager quality assurance analytical packaging wellness event planning continuous improvement stakeholder management service quality auditing

Work Mode

Work from Office

Job Type

Full Time

Job Description

Assist in onboarding new Captains / Team Leads: delivering modules, workshops, role-plays.
Assist in refreshers / upskilling trainings (product updates, service changes, premium customer handling).
Maintain training materials; update when needed.
Conduct QA reviews of missions / interactions / fulfilment tasks against defined scorecards.
Coordinate with Captains / Team Leads / Ops to resolve urgent issues or escalations.
Monitor metrics: error/defect rates, compliance, customer feedback, escalations.
Participate in calibration sessions ensure consistency across QA Sessions
Provide feedback to frontline agents (Captains) and Team Leads, especially on quality lapses or improvement areas.
Generate regular QA / training reports: trends, gaps, training impact.
Help identify root causes for quality misses and propose corrective actions
Ensure quality standards and SOPs are followed across shifts.
Work with Ops / Product / Tech to implement improvements based on QA findings.
Maintain the premium tone and quality standards of Swiggy s RARE service.

Required Skills & Qualifications:

Must be based in Bangalore and open to rotational shifts (5-day work week including weekends).
4-6 years experience in training / quality roles, ideally in customer experience / operations / concierge.
Some experience in monitoring, audit, coaching.
Strong analytical / data handling skills; comfort with dashboards, metrics, tools.
Excellent problem solving & decision making in real-time.
Strong communication & stakeholder management.
Flexibility to work across shifts / night / weekends based on operations need.

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