Associate Manager - Customer Experience Training and Quality Assurance

Associate Manager, CX-Training & Quality

Key Responsibilities:

1. Training & Delivery:

• Lead the design and delivery of training programs focused on knowledge, skills, and processes for internal and vendor agents.
• Maintain training curriculum and materials and own version controls.
• Maintain uniformity in cyclic TTT certification processes and ensure consistent training delivery.
• Contribute to the development of Vendor Standard Operating Procedures (SOPs) and lead version controls.
• Govern Agent Performance end to end both at In House and vendor sites holistically on the important metric driven for the business
• Initiatiate, track and gauge multiple Training projects based on the TNI shared for the agents and improve Interaction Quality thus improving Customer Experience.

1. Quality Assurance:

• Implement quality monitoring framework, utilizing quality analysis tools end to end and own the execution of the process.
• Drive the integration and application of AI and machine learning tools for automated quality monitoring, advanced sentiment analysis, and optimizing QA processes.
• Lead quality calibration sessions to ensure consistency in evaluation across the ecosystem.
• Lead internal regulatory compliance audits to ensure that the function and agents are compliant to the Regulatory processes defined.
• Lead and own the functional governance for the businesses handled.
• Maintain uniformity in cyclic TTQ certification processes and ensure consistent Quality performance

1. Performance Management & Coaching:

• Partner with other teams in analyzing performance data to identify skill gaps and areas for improvement.
• Support the implementation of targeted coaching and development plans for internal and vendor agents.
• Contribute to fostering a culture of continuous improvement and recognition.

1. Vendor Management:

• Assist in building and maintaining strong relationships with vendor partners.
• Lead the performance review process for vendor agents.
• Collaborate with vendors on improvement plans and ensure they have access to necessary resources.

1. Stakeholder & Reporting:

• Act as a liaison between support teams and other departments, facilitating communication and information sharing.
• Assist in the preparation of reports and presentations on training and quality metrics.
• Contribute to the integration of customer insights into training and quality initiatives.

Work Environment: 

• Physical Demands: Ability to work in a fast-paced environment and manage multiple projects simultaneously.

• Should be open to work related travels 
• Should be open to work from the office on all the working days.

 

Required Skills and Qualifications:

• Bachelor's degree in a relevant field.
• Minimum of 5 years of experience in customer support, training, or quality assurance. 
• Good understanding of customer support processes and best practices.
• Experience with sales processes is a plus
• Excellent communication and interpersonal skills.
• Ability to analyze data and identify trends.
  

Experience Level

Mid Level