1. Training & Development • Lead and manage training activities for new hires and existing employees. • Conduct process, product, communication, soft skills, and customer service training. • Manage recent hire training, nesting, assessments, and certification. • Identify training needs through quality audits and performance analysis. • Conduct refresher training, coaching, and performance improvement sessions. • Prepare training calendars, training reports, and certification trackers. • Monitor training effectiveness and employee performance after certification. 2. Quality Management • Manage quality monitoring for inbound/outbound voice, chat, and blended processes.
• Ensure regular call and chat audits as per defined quality parameters. • Monitor customer interactions for compliance, accuracy, communication, and customer satisfaction. • Conduct quality calibration sessions with Operations and clients. • Analyze quality trends, identify gaps, and implement corrective action plans. • Monitor critical errors, customer complaints, and process deviations. • Drive continuous improvement in customer service quality and customer experience.