Key Responsibilities:

Development & Training (D&T;)Onboarding & Nesting: Design, update, and deliver comprehensive onboarding programs for current customer care representatives to ensure a seamless transition into production.
Continuous Learning: Identify skill gaps and design ongoing refresher training, product updates, soft skills workshops, and compliance modules.
Instructional Design: Create engaging training collateral, including playbook manuals, e-learning modules, quizzes, and role-play scenarios.
Effectiveness Tracking: Measure the ROI of training initiatives by tracking key performance metrics (e.g., Time-to-Fluency, First Contact Resolution) post-training.
Internal Quality Assurance (QA)-QA Framework Management: Overhaul and maintain the quality evaluation framework for all customer touchpoints (Voice, Email, Chat, Social Media).
Auditing & Calibration: Conduct regular case audits and lead weekly/monthly calibration sessions with Team Leads and QA analysts to eliminate bias and ensure scoring consistency.
Root Cause Analysis (RCA): Deep-dive into customer escalations,



low CSAT/NPS scores, and bottom-quartile agent performance to uncover systemic issues and build corrective action plans.
Feedback Loop: Bridge the gap between Quality and Training by turning QA insights into immediate, actionable coaching interventions.
Leadership & Team Management-Team Supervision: Direct line management of Quality Analysts and/or Trainers, setting clear KPIs, providing mentorship, and managing their career development.
Stakeholder Collaboration: Partner closely with Operations Managers and Team Leads to align training and quality goals with overall business objectives.
Reporting: Present weekly and monthly Training & Quality metrics to senior leadership, highlighting trends, achievements, and areas of concern.

Ideal Candidate:

Experience: 4+ years of experience in Customer Service/Support operations, with at least 2 years in a dedicated Training or Quality Assurance role (e.

📌 Assistant Manager- Development (Bengaluru)
🏢 River
📍 Bengaluru