Quality and Training Manager at Cure.Fit
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Cure.Fit - Quality & Training Manager - CSAT Process (3-7 yrs)
What will be the key responsibilities?
- Own quality & process design for telesales function. Setup quality audit processes, run and identify opportunities for continuous improvement.
- Build & drive training efforts for onboarding & upskills for the team to deliver superior revenue results & high CSAT.
- Work closely with partner quality & training team; guide them & evaluate their performance thru daily, weekly, monthly monitoring & review efforts.
- Work closely with the operations team to identify key performance challenges & drive relevant training interventions.
- Ideate, deploy and scale automation and proactive monitoring effort on all key product & service workflows to ensure quality & CE standards are met
Who is this role suitable for?
- Min 2-3 years of prior experience in managing the quality & training for a high CSAT process.
- Candidates with prior experience of working in telesales channel of high NPS consumer products - ed-tech, travel & experiences, premium credit cards & financial services will be preferred.
- Have built training programs, run successfully to deliver desired business and quality goals.
- Driven operational excellence projects to improve operations/quality KPIs
- Background in process excellence, six sigma quality approach
- Experience in managing senior stakeholders across product, business, tech, ops functions.
- Min 3-5 years of experience in BPO, KPO or retail business