Am - Training & Quality

3 weeks ago

Bangalore Karnataka, India Swiggy Full time

Assistant Manager - Cx Ops 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 ll be responsible for supporting the Manager - Training QA in executing training programmes and QA processes You will be more hands-on delivering training doing audits monitoring coaching helping maintain quality standards and enabling continuous improvement 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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