AGM - Training & Quality Lead

Vodafoneidea • Baroda, MI

11d

About The Position

To lead and deliver effective training and quality programs at the Inbound and Outbound contact centre that enhance customer experience, ensure operational excellence and drive consistent performance for customer service and partner operations.

Requirements

• SME on existing systems and processes
• Training and Quality Experience
• Customer Behaviour Understanding
• Ability to Lead, Influence, Create and work in cross functional teams
• Graduate/Post Graduate/ MBA with a min 8 - 10 years of experience in various customer service roles
• Exposure to reporting and analytics tools
• Exposure to training and quality for 4-5 years

Responsibilities

• Training Effectiveness: Manage and deliver Training effectiveness at the site through engagement, review and governance with internal teams, circles and partners to deliver key targeted customer experience outcomes (TNPS, ASAT, CEIS) delivered by both Inbound and Outbound CC
• NHIP/LCA Performance: Implement and drive Governance and Control to ensure delivery of contact centre KPI’s by certified agents including NHT Batch throughput performance and attrition
• QMS Adherence: Implement and Drive Governance & Control within the sphere of compliance on Quality Management System
• TNPS & Customer Experience: Convert TNPS Insights into Business Improvement and drive through partner/circle teams and be the change leader
• People Management: Stakeholder Management on account of driving Quality & Training KPI’s. Strong Partner & Circle Management and Corporate interface
• Partner Management: To own, build and manage partner relationships to extract necessary short & long-term win-win outcomes from partners, through close coordination and engagement with other support teams

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level