Urgent hiring For Manager/Sr Manager Training and Quality

SCOPE OF WORK

The ideal candidate will be responsible for developing, implementing, and continuously improving training programs and quality assurance processes to ensure exceptional service delivery and customer satisfaction. This role requires strong leadership skills, exceptional attention to detail, and a passion for driving performance excellence.

1. Content Creation:

• Develop comprehensive training materials and content tailored to the specific needs of the customer care team.
• Create engaging and informative content for various training modules, including SOPs, NHIP training, sales training, and refresher training.

2. SOP Creation:

• Develop and maintain SOPs to ensure consistency and efficiency in customer care processes.

3. Training Initiatives:

• Conduct remedial training sessions to address skill gaps and enhance performance.
• Impart NHIP (New Hire Induction Program) training to onboard new team members effectively.
• Facilitate refresher training sessions to reinforce knowledge and skills among existing team members.
• Implement sales training programs to improve sales techniques and performance.

4. Training Efficacy:

• Monitor and evaluate the effectiveness of training programs through various assessment methods.
• Continuously refine training methodologies to enhance training efficacy and maximize learning outcomes.

5. Training Calendar:

• Develop and maintain a training calendar outlining the schedule of training activities and programs.
• Ensure timely delivery of training sessions according to the training calendar.

6. Quality Assurance:

• Conduct regular audits of customer care calls to assess adherence to quality standards and identify areas for improvement.
• Provide constructive feedback and coaching to customer care representatives based on call audit findings.

7. Seven QC Tools:

• Utilize the seven quality control tools (Check Sheets, Pareto Charts, Cause-and-Effect Diagrams, Histograms, Scatter Diagrams, Control Charts, and Flowcharts) to analyze data and drive continuous improvement initiatives.

COMPETENCIES

• Strategic Thinking
• Content creation on apps like Canva etc.
• Knowledge of E-learning platforms
• Analytical Mindset
• Collaborative & Influencing
• Ability to manage teams