Your Role:
- Drive Customer Service Quality for the entire Company User Journey
- Understanding customer needs and requirements to develop & maintain effective quality control processes
- Design Root Cause Analysis based on audit reports and develop new training programs and corrective action plans that focus on improving quality scores
- Plan, direct or coordinate new quality assurance programs and formulate quality control policies improving efficiency
- Work closely with internal teams to ensure synergy in the Company communication strategy
- Work closely with outsourced teams to ensure consistency and quality
- Evaluating, assessing, planning and delivering effective training programs
- Work closely with Customer Care in training new and existing teammates with strong focus on Company quality metrics
- Develop train-the-trainer courses to enable trainers to support metric goals
- Onboard trainers to evaluate training program effectiveness on an on-going basis & define & measure ROI metrics
Must Have:
- Demonstrated experience in leading Customer Care Quality & Process Training role for internal as well as outsourced teams
- In depth knowledge of 'Training Methodology' for coaching & trainer development
- Excellent presentation skills (oral and written) with an ability to motivate and inspire the team
Good To Have:
- Overall 12+ years of experience with at least 9 years of experience in Customer Care Quality & Process Training role
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