Training And Quality Manager

AM/Asso. M - Training & Quality, Customer Care Roles & Responsibilities: The purpose of this role is to elevate customer delight and experience by driving performance and the productivity of the team. Training: • Conduct effective induction and process training sessions • Identifying and assessing current and future training needs and deliver the required training • Establish training program/course learning objectives and content • Monitor and evaluate training program’s effectiveness and success periodically and report the outcomes • Develop valid and reliable content & assessment tools to measure the effectiveness of objectives • Resolve any specific problems and improvise/amend training programs as required from time to time • Keep one-self updated on the training trends, developments and best practices in the industry to ensure an excellent customer experience is driven through the entire customer service team • Managing performance improvement of associates by drawing an overall or individualized training and development plan basis the business objective • Utilizing a wide variety of training methods Quality : • Drive performance and deliver/review agreed service levels • Conduct audits as per defined guideline and sampling for transaction monitoring on both quality and compliance. • Ensure 100% closure of feedbacks through review & feedback mechanism, regular 1-0-1’s and team meetings • Generate and publish regular audit reports (daily, weekly, monthly) • Identify gaps and conduct feedback and refresher sessions with agents to improve process knowledge and quality of customer service • Identify process gaps and drive process improvement initiatives • Drive calibration sessions with internal teams • Conduct quality induction/trainings for new hire / refresher batch as and when required • Oversee action plans/PIP for underperformers • Identify opportunities to maximize efficiency through cross skilling & effective resource utilization • Identify process gaps & drive quality projects to improve the process Others: • Drive initiatives and projects on NPS & Customer Experience • Managing escalation • Floor walking / Floor Support for New Hires • Take initiatives around Process Excellence and Knowledge Enhancement • Prepare & publish Dashboards/ MIS reports and other presentations as required by Management from time to time • Graduate with 7-9 years of relevant experience into Training & Quality in a Customer Services department/ function • Should have created and delivered high quality training and process improvement initiatives. • Displays Customer Centricity, Innovation and is an Agile persona. • Excellent verbal and written communication skills. • Extremely Positive Attitude, Self-motivated, Persistent and Open to Learning. • Adaptable to a constantly evolving environment • 6-day work week with rotational week-off • Work from office (Chandivali, Andheri East, Mumbai) • Rotational shifts (including night shifts) Show more Show less