Company Description
Hansa Direct, is a specialized Customer Experience Centre supported by experts in data, analytics, MarTech, and digital solutions. The company focuses on building long-term customer relationships through ongoing, personalized, omni-channel engagement rather than resolving only one-off issues. Customer Experience Agents manage a wide range of touchpoints to deliver superior customer experience, stronger ROI, and meaningful insights into customer-centric initiatives. Hansa Direct provides 24×7, multi-lingual, end-to-end customer experience management powered by analytics on customer interactions from inquiry to post-sales service. By leveraging interaction and call center analytics, the organization continuously improves coaching, performance, and processes to make customer-facing teams more effective, efficient, and engaging.

Role Description
The Training and Quality Manager is a full-time, on-site role based in Airoli . This role is responsible for designing, delivering, and evaluating training programs for Customer Experience Agents and team leaders,



ensuring that all staff are equipped to provide consistent, high-quality customer interactions. The Training and Quality Manager develops training content, conducts onboarding and refresher sessions, and implements coaching plans based on performance data and interaction analytics. Daily responsibilities include monitoring calls and digital interactions, auditing customer communication for compliance with policies, tracking quality metrics, and providing actionable feedback to improve service standards. The role collaborates closely with operations, analytics, and leadership teams to refine training frameworks, address skill gaps, and drive continuous improvement in customer experience outcomes.

Qualifications
- Robust expertise in training design and delivery, including curriculum development, facilitation of classroom and on-the-job training, and coaching for performance improvement.
- Experienc

📌 Training And Quality Manager (Navi Mumbai)
🏢 Hansa Direct
📍 Navi Mumbai