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19/06 Gautam Gupta
Client Partner - Telecom & Services at Grassik Consultants Pvt. Ltd.

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General Manager - Training & Quality - Customer Experience & Care (10-16 yrs)

Bangalore Job Code: 1112931

What's on Offer

1. Exposure and thrill of building new things, solving complex, large-scale, real-world issues and challenges in the contact center and customer experience space

2. Involvement in executing the mission to become the most customer centric company on earth

3. By being face of business for the customer, an unmatched opportunity for growth and learning through each stakeholder involved in the business.

4. Opportunity to work with a team that continuously challenges the status quo and is widely recognized in the industry as a leader for customer experience in the food tech space. We were awarded "Frost & Sullivan 2019 Indian The Last Mile Food Delivery Service Industry Customer Service Leadership Award "

What you will do (Role and Responsibilities)

- Understand the larger CX vision and constantly review and push the Customer Sentiment up by utilizing resources

- Lead the Quality assurance and Training delivery teams both in house and external (Vendor Partners)

- Have a strong governance across LOBs, in house and vendors

- Collaborate with various function to enhance the customer experience

- Ensure seamless dissemination of learning through quality and training

- Create agile and new age strategies to monitor, govern and drive best in class training and Quality assurance processes

- Balance people mindset and business impact while leading the teams

- Build and leverage relations to drive performance

- Act as a custodian of learning and Quality

- Lead, inspire and co-ordinate the Training and quality team at all levels to create motivated and engaged colleagues

- Setup, enable and lead the Training and Quality team to be result oriented

- Drive the metrics that matter to achieve the overall organization goals

- Regularly evaluate the effectiveness of the existing model of support, each customer touchpoints and processes

- Act as a single point of contact for managing all contact center related training and quality needs

- Develop and mentor people, act as a career counsellor and create a high performing team (foster relationships, resolve conflicts, etc.)

- Constantly review and drive best in class industry wide learning and business integrity tools

What do you need:

- Prior leadership experience in leading Training and Quality Function

- A vision for the contact center and a clearly defined action plan to execute it

- Ability to work in a quickly changing, continuously growing, and fast paced as well as agile work environment

- Experience in designing, building and scaling up training and quality teams from scratch

- Experience in driving large scale changes transformation projects at scale (Cost, Speed, Reliability)

- Experience in working with large teams of people, multiple technical systems, and large data sets

- Logical & rational thought process, sound business judgement (and not just analytics)

- Experience in working with leading people from all walks of life

- Ability to manage multiple competing priorities simultaneously to meet deadlines is expected from someone in this role

- Work with vendors and teams on change management process, tools enhancements, and workflow amendments

Qualifications

- Graduate/Post-Graduate with minimum 5 years of experience into leadership role in managing Training and quality, or strategy with 10 to 16 years of overall Industry Experience

- Experience in Instructional Design, Content Creation and Design, along with Quality tools understanding is an advantage

- Experience in vendor management and budgeting

- Previous Six Sigma certification and practice is an advantage

Women-friendly workplace:

Maternity and Paternity Benefits

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