Cure.Fit - Quality & Training Manager - CSAT Process

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