Manager - Training & Quality Customer Care

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.

Responsibilities:

1. Content Creation: Develop comprehensive training materials and content tailored to the specific needs of the customer care team 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, impart NHIP (New Hire Induction Program) training, facilitate refresher training sessions to address skill gaps and enhance performance.

Implement sales training programs to improve sales techniques and performance.

Develop and maintain a training calendar outlining the schedule and ensure timely delivery of training programs.

4. Training Efficacy: Monitor, evaluate the effectiveness and continuously refine training methodologies to enhance training efficacy and maximize learning outcomes.

6. Quality Assurance: Conduct regular audits and provide constructive feedback/ coaching to achieve quality standards.

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.

Experience:

7 - 9 years experience in Training and Quality domain

Minimum 2 years experience in team management

Operations knowledge is must.

Qualifications

Bachelor's degree in a relevant field

Post graduate will be preferred