Manager

Training Strategy & Delivery

• ·       Lead the design and execution of process training, soft skills training, and product refreshers for new and existing customer service staff.
• ·       Conduct Training Needs Analysis (TNA) based on performance trends, quality results, and feedback from operations.
• ·       Ensure new hires receive effective onboarding, process knowledge, and certification before going live.
• ·       Partner with operations and product teams to update training content whenever processes, systems, or policies change.

Quality Monitoring & Process Compliance

• ·       Oversee call/chat/email monitoring to ensure adherence to quality standards and process guidelines.
• ·       Ensure sampling, scoring, and feedback processes are conducted consistently and within defined timelines.
• ·       Identify error trends, non?compliance issues, and skill gaps; drive corrective actions with supervisors and team leaders.
• ·       Improve First Call Resolution (FCR), accuracy, compliance adherence, and overall CX scores.

Team Management

• ·       Lead, coach, and manage a team of process trainers and quality analysts.
• ·       Allocate workload, monitor performance, and review scorecards for the training and quality team.
• ·       Build capability within the team through regular coaching, audits, and calibration sessions.

Process Improvement & Customer Experience

• ·       Conduct RCA (Root Cause Analysis) for performance or quality gaps and drive action plans with operations.
• ·       Implement process improvements that reduce errors, AHT, repeat calls, and customer complaints.
• ·       Conduct regular calibration sessions with operations, vendor partners (if any), and leadership teams to ensure alignment on quality standards.

Performance Reporting

• ·       Prepare and publish weekly and monthly MIS on training effectiveness, quality scores, error trends, and process compliance.
• ·       Present insights to leadership and recommend actionable improvements.
• ·       Maintain audit readiness through proper documentation, sample management, and corrective actions.