Lal PathLabs - Manager - Training & Quality

The ideal candidate will be responsible for developing, implementing, and continuously improving training programs and quality assurance processes to ensure exceptional service delivery and customer satisfaction.

Content Creation :

Develop comprehensive training materials and content tailored to the specific needs of the customer care team including SOPs, NHIP training, sales training, and refresher training.

SOP Creation:

Develop and maintain SOPs to ensure consistency and efficiency in customer care processes.

Training Initiatives:

- Conduct remedial training sessions, impart NHIP (New Hire Induction Program) training, facilitate refresher training sessions to address skill gaps and enhance performance.

- Implement sales training programs to improve sales techniques and performance.

- Develop and maintain a training calendar outlining the schedule and ensure timely delivery of training programs.

Training Efficacy:

Monitor, evaluate the effectiveness and continuously refine training methodologies to enhance training efficacy and maximize learning outcomes.

Training Calendar:

- Develop and maintain a training calendar outlining the schedule of training activities and programs.

- Ensure timely delivery of training sessions according to the training calendar.

Quality Assurance:

Conduct regular audits and provide constructive feedback/ coaching to achieve quality standards.

Seven QC Tools:

Utilize the seven quality control tools (Check Sheets, Pareto Charts, Cause-and-Effect Diagrams, Histograms, Scatter Diagrams, Control Charts, and Flowcharts) to analyze data and drive continuous improvement initiatives.

Experience:

- 7 - 9 years experience in Training and Quality domain

- Minimum 2 years experience in team management

- Operations knowledge is must.

Qualifications:

- Bachelor's degree in a relevant field

- Post graduate will be preferred