Key Responsibilities:

* Development & Training (D&T;)Onboarding & Nesting: Design, update, and
deliver comprehensive onboarding programs for new 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 transparent 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 Qu

📌 Assistant Manager- Development (Bengaluru)
🏢 Customer Care
📍 Bengaluru