Senior Executive/ TL- Training & quality

3 - 8 years

4 - 7 Lacs

Posted:2 weeks ago| Platform: Naukri logo

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Job Type

Full Time

Job Description

Role & responsibilities

  • Managing Training and Quality department
  • Understand the training needs shared by internal and / or external customer(s), manage and improve the performance of the program / process, prepare training plan, coordinate and liaise with various teams to effective execution
  • To ensure continuous improvement in the training performance of the process.
  • To define, standardize and monitor training and quality parameters and thereafter make recommendations for ongoing improvements.
  • Mentoring and developing skills of training staff.
  • Responsible for the delivery of both soft skill, customer service and coaching and feedback delivery training for training and quality staff
  • Maintains and verifies that review exercises are conducted for all quality specialists and trainers to identify opportunity areas in transaction monitoring activities/ ongoing floor monitoring
  • Vendor Management & conducting reviews from the aspect of training requirements
  • Hands on experience of creating modules, training planners for the processes.
  • Responsible to ensure the required number of evaluations i.e. Quality, CSAT, Complaints etc. are completed as agreed with stakeholders
  • Report performance and statistics through daily weekly and monthly reports submitted to the stakeholders
  • Conducting / attending regular Calibrations and process knowledge tests with team to maintain level of knowledge of the Agents
  • Provide analysis on areas of opportunity and action plans to improve performance.
  • Being proactive in identifying learning and development needs of the team members/adviso

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