Qa & Training Manager @ Acme Services

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Qa & Training Manager

Acme Services
6 to 9 Yrs
Mumbai
3 years ago
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Job Description

Roles and Responsibilities

Key Responsibilities:

Plan & execute strategy for Training & Quality function to achieve the orgs customer
experience goals.
Define Quality & Training model for achieving operational excellence that ensures we
provide a seamless customer experience across all stages and touchpoints in a customer
journey
Develop, implement, and maintain a quality & training program.
Define a framework for measuring the performance of customer-facing teams and define
quality/training SLAs & governance.
Identify gaps in team performance via random quality checks and drive initiatives to improve
quality and efficiency.
Benchmark, measure and improve processes and quality & training metrics for support and
operations teams.
Maintain SOPs, conduct periodic reviews, and coordinate initiation/revision of processes as
necessary.
Work with a cross-functional team in various business units to drive initiatives end-to-end
and co-create programs/plans.
Evaluate the effectiveness of training modules, workshops etc and recommend/implement
improvements.
Be the proponent of customer experience across the org - drive cross-functional quality and
training initiatives to improve customer experience through process changes, product
development, other new initiatives.
Be in the know of the latest industry developments, CX best practices, quality tools, training,
LMS, Auditing platform and recommend strategies for continuous improvement.
Manage Team Scorecard based on OKR, prepare & report data for monthly meetings,
reviews etc.
Monitor inbound and outbound calls, emails and live chat responses to assess the the
associate's demeanour, technical accuracy, customer service performance, and conformity
to company policies and procedures.
Key Responsibilities:
8+ years of experience in Quality, Training and customer excellence roles
Strong experience in Quality excellence, customer success, customer research and analytics
techniques, process improvement, quality assurance, training, LMS and adult learnings
Excellent communication, management, interpersonal and leadership skills required with
problem-solving ability
An ability to work in a fast-paced environment
Proficient in MS Office and call center equipment/software programs (Zoho CRM)
Highly effective cross-functional team management
Benefits & Perks:
Highly competitive salary & commensurate to experience
Medical Insurance for self & family
Group Life & Personal Accident Insurance

Employement Category:

Employement Type: Full time
Industry: Banking / Financial Services
Role Category: Testing
Functional Area: Not Applicable
Role/Responsibilies: Qa & Training Manager

Contact Details:

Company: Acme Services
Location(s): Mumbai

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Functional area / Department (*):

Enter Skills (key skills, subjects, technologies & roles to use in search)

Write briefly about yourself, your experience and education (*)

Attach ResumeMax 2.38 MB (RTF, PDF, DOC, DOCX formats only parsed)

Please, check the file size and type.

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Acme Services

Acme Services is a 7 year old recruitment firm, who are leaders in IT Recruitment.

Qa & Training Manager @ Acme Services

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