Quality Manager

5 months ago

Delhi, India IGT Solutions Full time
IGT is looking for Manager Quality Training Professional (for Voice and Chat /Email Customer Experience Improvement) to join our fast growing International Travel Servicing Operations.If you are a Training professional who is passionate about developing Customer Experience skills across contact center operations to instill a culture of coaching, customer advocacy and engagement-oriented interactions on calls and chat then you are a good fit for this role.

Job Responsibilities:Develop and strategies modules pertaining to Customer Experience Trainings across customer service operations in a contact center environmentDesign & deliver learning interventions to train customer service teams on the emotional, empathy, energy and engagement aspects of customer service deliveryAs a Customer Experience champion be responsible for strengthening the teams' communication and soft skills to enhance customer outcomes in the form of CSAT and NPSExperience in training communication, customer engagement, soft skills, and customer resolution trainings in Travel or BPO industryCoach and develop Customer Experience Trainers across Operations team members to deliver effective CE Coaching that directly impacts customer outcomesYou should have a proven track record of training and coaching large teams for customer success in meeting performance targets related to CSAT, DSAT, NPSCapture, acknowledge and reward moments where agents have Wowed our customers on phone or chat and similarly capture, acknowledge and improve upon situations where the opposite has happened and left our customers dissatisfied.Develop and formulate customer experience training curriculum, conduct group trainings and individual coaching and knowledge assessment to new and existing CS agents with the objective to ensure superior and consistent service qualityImplement learning strategies and effective training programs that are aligned with the Customer Experience teams objectivesParticipate in calibration sessions with Operations, Quality and Training Managers, Trainers as well as other CE coachesPartner with Operations Managers, QA and Training Team to outline specific content related to training needs identified in enhancing overall customer experienceAbility to Deep dive into our operational insights to identify opportunities, themes, and gaps to upskill team performance on Customer Experience skills.Drive Culture Orientation for the New Hire Batches

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