Training & Quality Officer

2 months ago

Sohna, India K.R. Mangalam University Full time

**Employment Type**:
**Full Time**:
**Job Brief -** We are seeking a Quality and Training Officer who is passionate about delivering exceptional customer experiences. In this role, you will be responsible for developing and implementing the Quality, Training, and Learning strategy for our calling department.

**Roles & Responsibilities**:

- Develop and execute the end-to-end Quality and Training strategy for our calling department.
- Establish quality standards for inbound and outbound communications and implement effective quality assurance and compliance processes.
- Create and deliver coaching and continuous improvement frameworks for all team members.
- Develop and implement tools and other methods to enhance quality, efficiency, and customer experience.
- Manage and update knowledge management systems in line with quality standards, procedures, and process changes.
- Conduct quality audits, identify training needs, and analyze results to support the wider operation.
- Produce analytical reports linking to quality performance and key KPIs in Customer Care to define and implement relevant action plans.
- Design quality assurance plans by identifying control points, preventive measures, monitoring procedures, corrective actions, and verification procedures.
- Conduct regular reviews, identify individual knowledge gaps and wider team trends, and recommend and conduct appropriate retraining.
- Ensure the team is aware of product developments, business campaigns, and process updates and how they impact their work.

**Key Skills**:

- Excellent organizational and strategic planning abilities.
- Technical and analytical skills with the ability to convert data into insights.
- A creative approach to training and a desire to make learning interactive.
- Strong attention to detail.
- Experience in coaching, training, and development.
- Ability to work under pressure in a fast-paced environment.

**Experience Required**:

- Demonstrable experience in a similar role, ideally in a digital business.
- Experience managing Customer Care systems/digital quality + learning solutions.|

Required Exp.

**3.0-7.0 Years**:

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