Assistant Manager

3 weeks ago

gurugram, India Flipkart Full time

About the Role:

As the Trainer/Quality Analyst - Assistant Manager for our call centre (Outsource Partner) handling the travel process, you will be responsible for ensuring the delivery of high-quality training programs and maintaining excellence in customer service through effective quality assurance measures. You will play a key role in equipping our agents with the necessary skills and knowledge to deliver exceptional service while also continuously monitoring and improving service quality

Core Responsibilities:

  • Conduct New Hire Training Batches

  • Conduct Refresher Training Batches

  • Creation of Process Documents

  • Update Process Manuals

  • Sending Process updates to the operations floor and vendor partners

  • Conducting Fortnightly Online Assessments

  • Call Analysis – Detractor, Passive & Promoter

  • Taking Calls for Process improvement

  • Maintaining Training MIS

  • Participating in Weekly Call Calibrations with Partners

  • Ensure quality based intervention.

  • Ensure that Process quality and training is delivered effectively in the stipulated timelines.

  • Evaluate process quality and take corrective actions which should be tangible.

  • Evaluate effectiveness of T & D interventions

  • Provide crisp and specific feedback to Front Line Recruitment Teams on quality of new hires.

  • Design and develop Quality framework.

  • Ensure uniform quality of training being delivered by all training teams in line with process requirement.

  • Interact and streamline channels of communications with other Functions.

  • Facilitate and identify potential areas for improvement; lead improvement Projects using the DMAIC Method.

  • Manage a team of trainers and quality analysts.

  • Responsible for coordinating with multiple functions to establish processes and cost-saving metrics like CPB.

  • Candidates should demonstrate proficiency in soft skills training, but not limited to effective communication, conflict resolution, and team building.

Self-Management Responsibilities:

  • Maintain a decent and clear communication between the team and Partner

  • Ensure Positive Outcome with every Interaction.

  • Should be Organized and Confident within the Team and with Partner.

  • Maintain integrity and hygiene with all customer and internal interactions.

Minimum Qualifications: 

  • Graduate / Diploma (10 + 2 + 3 / 10 + 3)

Professional Certifications:

  • IATA Preferred though not mandatory.

  • Lean Six Sigma Yellow or Green Belt Training / Certification from reputed organization / institute will be an added advantage.

  • ADDIE Training model will be an added advantage.

Language Skills:

  • Ascentify B2 High English skill. Spoken Hindi (neutral accent)

Years of Experience:

  • A minimum of 2 to 4 years of experience in an Inbound Customer Service environment. Travel BPO preferred

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