Urgent Search: Assistant Manager

Job Description About The Company Orange Health is India's leading on-demand diagnostics lab for urban Indian consumers and is positioned as the fastest diagnostics lab in India. We were recognized as the Diagnostics Startup of the Year 2025. Launched in January 2021, Orange Health Labs is amongst the most loved brands in the healthcare sector, with over 30,000 reviews and the highest rating on Google for all its facilities across the country, and an NPS close to 90 Orange Health Labs is among the best places to work, with a team of 1,000+ people across the company. We believe in treating colleagues with respect and investing in their growth for the long term. You can learn more about our work culture on our careers page and LinkedIn page Our vision is supported by some of the world's leading investors like Accel, General Catalyst, Y Combinator, Bertelsmann India, Amazon, and other marquee names. We have been recognised as a Future Unicorn for two consecutive years by Hurun India. About The Role We are seeking an experienced Process Trainer to join our CRM Support Team.The ideal candidate will have a strong background in Customer Experience (CX) service and a proven track record in delivering high-impact training on quality,communication, product and processes. You will play a critical role in developing,delivering, and evaluating training programs aimed at enhancing team performance and customer service excellence. Key Responsibilities - Training Delivery: - Deliver comprehensive training programs covering CRM processes, quality standards, communication skills, and customer interaction protocols. - Conduct both classroom and virtual training sessions to new hires and tenured agents, ensuring content is engaging and tailored to different learning styles. - Content Development: - Develop and continuously update training content, materials, and documentation based on process updates, customer feedback, and performance metrics. - Collaborate with subject matter experts (SMEs) to ensure the accuracy and relevance of training content. - Assessments and Evaluation: - Create and administer assessments (quizzes, role-plays, simulations) to evaluate trainee understanding and application of processes. - Provide constructive feedback and coaching to agents based on assessment results and individual performance.- Track and analyse training effectiveness through post-training assessments, agent performance data, and quality audits. - Quality and Process Improvement: - Monitor quality and performance metrics of the CRM support team and identify skill gaps. - Work closely with operations to align training programs with quality benchmarks and CX goals. - Continuously identify opportunities to improve training materials and delivery methods. - Mentorship and Ongoing Development: - Provide one-on-one coaching and feedback sessions to support the continuous development of team members. - Assist in onboarding new hires and ensure a smooth transition to full performance. - Stakeholder Management: - Collaborate with team leaders,VOC and operations teams to align training initiatives with business goals. - Present training outcomes, progress reports, and recommendations for further training interventions to manager Why join us - Market competitive salary with bi-annual increments. - Great stock option policy with rights to exercise 10 years post exit. - Well known for a collaborative culture with a top 10% rating on Glass door. - Fastest-growing health tech company in India with marquee investors. - Opportunity to build a product that will have a significant impact on people's health and well-being. Skills Required - Experience: Minimum 3-5 years of experience in a similar training role within the Customer Experience (CX) domain, preferably with top companies known for customer service excellence - Expertise in Training: Proven experience in conducting training on customer service quality, communication, and process adherence. - Assessment Skills: Ability to create effective assessments and use data to measure training effectiveness and identify areas for improvement. - Content Development: Strong experience in designing and developing training content that addresses process, quality, and communication. - Communication Skills: Exceptional verbal and written communication skills with the ability to train and coach others. - Tools: Proficiency in using Learning Management Systems (LMS), assessment platforms, and reporting tools. - Customer-Centric Mindset: Deep understanding of CRM processes and customer interaction best practices. - Experience working in fast-paced CRM support environments.- Certifications in Training and Development, Quality Assurance, or Process Improvement. - Familiarity with digital tools for training delivery and quality audits. - Knowledge of healthcare terminology a plus Skills: soft skills,lms,l&d,cx