Navi - Training & Quality Manager

About Navi::

At Navi, our mission is to build financial services that are simple, accessible, and affordable. Navi was founded by Sachin Bansal (co-founder of Flipkart) to build consumer-centric & technology-driven businesses in the BFSI (Banking, Financial Services & Insurance) space. We are currently active in Lending, Insurance, and Mutual Funds.

Know more about Navi at https://www.linkedin.com/company/go-navi/

Roles and responsibilities:

Training:

1. Collaborate with the Collections team and identify training needs.

2. Change management of the Collection thought process from Aggressive to assertive.

3. Field team training program development and implementation over a virtual platform.

4. Schedule appropriate training sessions.

5. Oversee and direct seminars, workshops, individual training sessions, etc.

6. Plan and implement an effective training curriculum.

7. Supervise training budgets.

8. Prepare hard-copy training materials such as module summaries, videos, and presentations.

9. Train and guide new employees in the above 2 functions.

10. Develop monitoring systems to ensure that all employees are performing job responsibilities according to training.

Quality:

1. Responsible for monitoring, auditing, and implementing quality standards, initiatives, and analysis.

2. Managing the calibration process.

3. Ensure holistic quality performance, identify solutions and implement the necessary actions which lead to improved performance and customer experience.

4. Defining scorecards and metrics around Quality and ensuring resources achieve the targets.

Requirements:

1. Bachelor's degree in business, HR, finance, or a related field.

2. Impressive communication, presentation, and interpersonal skills.

3. A minimum of 5+ years of proven experience in contact center training, Team leadership, or Quality.

4. Effective Communicator who can lead and motivate the team.

5. Solid knowledge of the latest corporate training techniques.

6. Excellent time management and organizational skills.