Assistant Manager - Training and Quality

As an Assistant Manager of Training & Quality, you will be responsible for overseeing the Training and Quality vertical for the Delivery Executive (DE) support function within the contact center. Your role will revolve around enhancing the support experience through structured training programs, robust quality frameworks, and capability-building initiatives. Your primary objectives in this role will be to drive consistent performance and learning outcomes while enhancing the delivery partner experience through quality assurance and training interventions. Your key duties will include: Training: - Taking ownership of the end-to-end training life cycle, including onboarding, nesting, and floor refreshers. - Developing training calendars, monitoring attendance, evaluating effectiveness through post-training assessments, and analyzing performance metrics. - Identifying training needs through performance data and quality audits. - Creating and updating training content, SOP documents, and process decks in collaboration with policy/process teams. - Conducting process update sessions for agents and team leaders during feature rollouts or SOP revisions. - Establishing and managing a pool of floor trainers. Quality: - Designing and implementing a QA framework covering voice, chat, and non-voice channels. - Monitoring agent performance on quality metrics such as empathy, process adherence, communication, and accuracy. - Conducting root cause analysis on repeat errors or DSAT drivers and recommending coaching interventions. - Leading calibration sessions to ensure scoring consistency and aligning quality standards across teams. - Maintaining QA scorecards, feedback trackers, and RCA logs. Analytics & Reporting: - Preparing and publishing regular dashboards for training coverage, quality scores, TNI trends, and error types. - Tracking and reporting feedback TAT, audit accuracy, and the effectiveness of interventions. - Utilizing performance data to identify gaps and recommend improvements. People: - Managing and mentoring a team of Trainers and Quality Analysts. - Monitoring team performance, providing timely feedback and coaching. - Planning rosters, managing team schedules, and addressing administrative needs (attendance, leave, escalations). - Ensuring clarity of expectations and aligning the team to org-level goals and KPIs. - Driving morale and team engagement, identifying development opportunities, and building succession pipelines. Organizational: - Participating in org-level projects such as new center launches, tool adoption, and curriculum revamps. - Supporting operations during peak volume days or new launches. - Collaborating with cross-functional teams (Policy, WFM, Tech, etc.) for the seamless implementation of initiatives. Your performance in this role will be measured based on metrics such as QA score trend and audit accuracy, training completion and effectiveness scores, feedback TAT adherence, process compliance, and documentation hygiene, attrition and absenteeism rates within the T&Q team, stakeholder satisfaction, and implementation of improvements while aligning to Swiggy values and a partner-first mindset. To excel in this role, you must possess excellent communication and facilitation skills, strong analytical and problem-solving abilities, prior experience in managing Training/QA teams, proficiency in Excel, Google Sheets, and QA tools, exposure to customer/partner support environments, and the ability to lead by example and build high-performing teams. Additionally, having certifications in training, coaching, or Six Sigma, and knowledge of LMS and QA platforms is preferred but not mandatory. You should also be comfortable working in rotational shifts if required.,