Purpose of the job

Responsible for monitoring, evaluating and improving customer service quality through quality assurance, training and coaching activities. Ensures that customer interactions comply with processes, service standards and the Company's customer experience direction; identifies capability gaps and develops and delivers training programmes to enhance the knowledge, skills and performance of the customer care team, contributing to improved customer satisfaction and operational efficiency.

Key responsibilities

Quality management

- Build and maintain the quality evaluation framework for calls and cases, aligned with the service standards of the Global CCC
- Complete the required number of evaluations per agent per month as defined by the Centre; evaluate 100% of serious complaint cases.
- Check the quality of case logging: correct categorisation, full record of commitments made to customers, defined next action and due date.
- Analyse errors leading to complaint escalation and incorporate them into periodic training content.
- Own the development and management of the Centre's knowledge base for reference purposes.

Training

- Design and deliver the induction training programme: product knowledge (cars and e-scooters), policies and regulations, service skills, de escalation skills, Salesforce and contact centre systems, complaint handling process, and data protection compliance.
- Deliver periodic training on a monthly, quarterly and annual basis according to the approved training plan.




- Continuously update new information/policies/processes and products in order to run ad hoc training or provide guidance to staff.
- Design training content, organise and deliver training sessions, and provide one-to-one coaching where required.
- Organise periodic or ad hoc staff assessments as requested.

Data analysis and reporting

- Analyse call, email and survey data to draw customer insights or identify training needs.
- Report quality trends and recurring errors, and analyse and report training needs to the Call Centre Manager on a regular basis.
- Propose process improvements based on quality evaluation and training data.

Requirements

- Minimum 03 years of experience in a contact centre, including at least 02 years in contact centre quality management and/or training.
- Fluent in English and Hindi.
- Bachelor's degree.
- Robust presentation and communication skills; able to lead a classroom and deliver training in person.
- Systematic thinking with strong analytical and data-handling ability. Good computer and documentation skills.

Preferred qualifications

- Certification in training or customer service quality management.
- Experience with Salesforce or an equivalent CRM system.
- Experience in the automotive or electric vehicle sector.

Performance measures – Centre-wide QA score – Customer satisfaction score (CSAT / NES / CSI or equivalent) – Completion rate and volume of quality evaluations (QA) – Training plan completion rate – Training hours per agent

📌 Senior Quality Assurance & Training (Customer Service) (Gurugram)
🏢 VinSmart Future
📍 Gurugram