VP - Quality Assurance & Training - Customer Service Domain - Online Gaming Firm

VP - Quality Assurance & Training (Customer Service) Mumbai for Online Gaming Company

- Drive Customer Service Quality for the entire 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 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