About the role
Training Strategy & Delivery · Lead the design and execution of process training, soft skills training, and product refreshers for new and existing customer service staff. · Conduct Training Needs Analysis (TNA) based on performance trends, quality results, and feedback from operations. · Ensure new hires receive effective onboarding, process knowledge, and certification before going live. · Partner with operations and product teams to update training content whenever processes, systems, or policies change. Quality Monitoring & Process Compliance · Oversee call/chat/email monitoring to ensure adherence to quality standards and process guidelines. · Ensure sampling, scoring, and feedback processes are conducted consistently and within defined timelines. · Identify error trends, non?compliance issues, and skill gaps; drive corrective actions with supervisors and team leaders. · Improve First Call Resolution (FCR), accuracy, compliance adherence, and overall CX scores. Team Management · Lead, coach, and manage a team of process trainers and quality analysts. · Allocate workload, monitor performance, and review scorecards for the training and quality team. · Build capability within the team through regular coaching, audits, and calibration sessions. Process Improvement & Customer Experience · Conduct RCA (Root Cause Analysis) for performance or quality gaps and drive action plans with operations. · Implement process improvements that reduce errors, AHT, repeat calls, and customer complaints. · Conduct regular calibration sessions with operations, vendor partners (if any), and leadership teams to ensure alignment on quality standards. Performance Reporting · Prepare and publish weekly and monthly MIS on training effectiveness, quality scores, error trends, and process compliance. · Present insights to leadership and recommend actionable improvements. · Maintain audit readiness through proper documentation, sample management, and corrective actions.