1.0 - 3.0 years

0 Lacs

mumbai, maharashtra, india

On-site

Job Purpose The Trainer is responsible for delivering effective training programs for new hires and existing BDE & TCs in the contact centre/FOS. The role ensures agents are equipped with the necessary product knowledge, process understanding, soft skills, and compliance awareness to deliver excellent customer service. Key Responsibilities Conduct onboarding, product and Process training for new contact centre agents & BDEs at FOS. Deliver refresher and upskilling programs to existing staff on products, processes, systems, and customer service skills. Develop training materials, modules, and assessments tailored to business needs. Assess training effectiveness through tests, role-plays, and ...

Posted 3 days ago

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QA Manager (BPO) Talentboon Consulting

10.0 - 17.0 years

14 - 22 Lacs

Hyderabad

Work from Office

Job Summary: We are seeking a highly analytical and experienced Quality Manager to lead the call auditing and quality assurance function within our BPO operations. The ideal candidate will be responsible for designing and implementing quality frameworks, leading quality auditors, ensuring compliance with client expectations, and driving continuous improvement through insightful analytics and performance feedback. Key Responsibilities: Develop and manage QA processes for voice and non-voice customer interactions to ensure adherence to client and internal standards. Oversee a team of quality analysts to monitor, audit, and evaluate agent calls, chats, and emails. Analyze call audits and trends...

Posted 5 months ago

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