Role & Responsibilities:

• Responsible for managing team of QAs & Trainer

• Data analysis and making designated reports/decks

• Client & stakeholder management

• Participating in internal & external calibrations

• Communication to heighten awareness and focusing on importance of positive customer experience

• Making recommendations and driving improvement

• Ensuring that internal policies, procedures, and compliance regulations are being followed

• Reduce learning curve and help enhance product/process knowledge of new joiners.

• Ensuring that internal policies, procedures, and compliance regulations are being followed General and Specific skills:

• At least 3 year experience in QA cum Trainer Manager for Call Center

• Ensure quality based intervention

• Ensure that Process quality and training is delivered effectively in the stipulated timelines

• Evaluate process quality and take corrective actions which should be tangible

• Evaluate effectiveness of T & D interventions

• Improve calibration of QIC, SME and CSM within team

• Provide crisp and specific feedback to Front Line Recruitment Teams on quality of new hires

• Design and develop Quality framework

• Ensure uniform quality of training being delivered by all training teams in line with client requirement

• Interact and streamline channels of communications with other Functions and Client