Manager- Training

3 weeks ago

Bengaluru India Swiggy Full time

Job Description Manager - Training & Quality Bangalore (On-Site) CREW is a premium personal assistant service designed to save customers time, money, and effort. Tailored To Meet The Demands Of Busy Professionals, CREW Offers a Comprehensive Range Of Services To Simplify Their Lives And Enhance Their Experiences - For travel, we handle everything from flight bookings and visa assistance to tailored itineraries and exclusive accommodations. - Dining services include securing reservations at top restaurants, organizing private dining experiences, and curating menus for special occasions. - Our gifting solutions ensure thoughtful presents for any event, from sourcing unique items to arranging personalized packaging and delivery. - CREW also simplifies mobility by coordinating chauffeurs, vehicle rentals, or transport solutions. Additionally, we assist with event planning, wellness services, and daily errands, delivering seamless support for every aspect of your lifestyle. By streamlining customers daily tasks and taking care of the details, CREW ensures that they can focus on what truly matters, whether it's work, family, or personal goals. With a commitment to efficiency, reliability, and personalized solutions, CREW empowers customers to live smarter, achieve more, and reclaim their time. About The Role You will lead both the Training and QA functions to uphold and enhance service quality, consistency, and customer satisfaction. You'll design training programmes, set up quality assurance frameworks, monitor performance, coach the team, and ensure continuous improvement across all customer missions. Key Responsibilities - Assist in onboarding new Captains / Team Leads: delivering modules, workshops, role-plays. - Assist in refreshers / upskilling trainings (product updates, service changes, premium customer handling). - Maintain training materials; update when needed. - Conduct QA reviews of missions / interactions / fulfilment tasks against defined scorecards. - Coordinate with Captains / Team Leads / Ops to resolve urgent issues or escalations. - Monitor metrics: error/defect rates, compliance, customer feedback, escalations. - Participate in calibration sessions ensure consistency across QA Sessions - Provide feedback to frontline agents (Captains) and Team Leads, especially on quality lapses or improvement areas. - Generate regular QA / training reports: trends, gaps, training impact. - Help identify root causes for quality misses and propose corrective actions - Ensure quality standards and SOPs are followed across shifts. - Work with Ops / Product / Tech to implement improvements based on QA findings. - Maintain the premium tone and quality standards of Swiggy's RARE service. Required Skills & Qualifications - Must be based in Bangalore and open to rotational shifts (5-day work week including weekends). - 4-6 years experience in training / quality roles, ideally in customer experience / operations / concierge. - Some experience in monitoring, audit, coaching. - Strong analytical / data handling skills; comfort with dashboards, metrics, tools. - Excellent problem solving & decision making in real-time. - Strong communication & stakeholder management. - Flexibility to work across shifts / night / weekends based on operations need.

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