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Training & Quality Manager Customer Service (Healthcare)Experience: 5+ Years | Healthcare / Pharma / HealthTech / E-pharmacy
Role Overview
Own the end-to-end Training and Quality charter for Customer Service, with a solid focus on Customer
Experience, healthcare/pharma compliance, audits, complaint management, RCA/CAPA and structural process
improvements. Partner with Operations, Medical, Pharmacovigilance, Product, Tech and Compliance teams.Key Responsibilities
•
Own CSAT, NPS and other Customer Experience metrics; identify drivers and improvement opportunities.•
Lead Quality Assurance, including audits, calibration, feedback, coaching and quality governance.•
Drive RCA and CAPA for critical complaints, management escalations and recurring process gaps.•
Ensure RCA goes beyond the immediate error to identify root cause, corrective action and measurable
structural fix.•
Drive structural/process improvements based on quality trends, customer feedback and operational insights.•
Design and deliver new-hire, refresher,



process-change and product/process launch training.•
Own Training Needs Analysis (TNA) based on QA findings, CX trends, SOP gaps and business requirements.•
Ensure training certification and production readiness before associates go live.•
Establish regular quality calibrations with Operations and cross-functional stakeholders.•
Manage Pharmacovigilance / Adverse Event (AE) reporting audits and adherence to defined timelines.•
Ensure healthcare, pharmacy, diagnostics and lab process compliance and SOP adherence.•
Lead internal, client and pharma audit preparedness, RCA/CAPA responses and closure tracking.•
Monitor complaint trends, management escalations and social media escalations to identify systemic gaps.•
Partner with Operations to improve FRT, Resolution TAT, AHT, Repeat Contact and First Contact Resolution
while maintaining quality.•
Develop Quality and Training dashboards/MIS with actionable leadership insights.•
Drive Voic

📌 Training and Quality Manager (Noida)
🏢 TATA 1 MG
📍 Noida