About the Organization: Grofers is India's largest low price online supermarket in the grocery space. The company uses its in-house technology platform to manage a network of over 5,000 partner stores that enable the company to run a fast and lean supply chain from manufacturers straight to customers in 18 cities right now. Grofers utilizes its efficient supply chain to deliver over 25 million products to customers every month. A majority of these products belong to the company's 8 in house brands namely Grofers Happy Day, Grofers Happy Home, Grofers Mothers choice, Grofers Happy Baby, G Fresh, Orange and budget brands Savemore and Havemore. Role and Responsibilities:- 1. Bring in insight on budget management & cost reduction through process re-engineering initiatives, workflow designing, content creation, SOP creation, hiring and training 2. Guide, monitor and motivate the team members to provide excellent customer experience across all lines of business for Customer Experience function 3. Analyze data for continuous improvement in delivery and recommend solutions to address performance issues and highlight potential areas of training 4. Conduct periodical quality compliance audits & cross functional reviews 5. Drive CTQ's & NPS with customer experience teams to attain high degree of standardization and C-Sat & NPS impacts 6. Maintain day to day coaching and feedback trackers, quality bucket and movement grids, including overhauling of CTQ parameters to maintain the quality at optimum levels 7. Conduct calibration for managers to monitor defect percentage, conduct live audits and evaluate internal control systems with an aim to highlight shortcomings in existing processes and make recommendations accordingly What are we looking for: 1. Minimum graduation with at least 6-8 years of relevant work experience in customer service industry 2. Ability to conduct need assessments, identify key deliverable and suggest process improvement changes 3. Proven experience of leading and driving critical training & quality projects and initiatives for excellent delivery as per global standards & SLAs 4. Excellent understanding and knowledge of industry best practices in Customer Services domain 5. Strong written and oral communication skills 6. Result oriented individual with excellent analytical and problem-solving skills

Gurgaon/Gurugram

Grofers - Senior Manager- Training & Quality 

Grofers - Senior Manager- Training & Quality  ,Job Description for Grofers - Senior Manager- Training & Quality  in Grofers in  Gurgaon/Gurugram for (6-12) years of experience. Apply Now!

Job Description for Grofers - Senior Manager- Training & Quality  in Grofers in  Gurgaon/Gurugram for (6-12) years of experience. Apply Now!