Contact Centre-T&Q Assist Manager

4 weeks ago


Hyderabad, Telangana, India Apollo Telehealth Full time
Job Description

Apollo Tele Health Services is seeking a Contact Centre Training & Quality (T&Q) Assistant Manager to oversee the training programs and quality assurance processes within our contact centre operations. This role plays a critical part in ensuring high service standards, agent performance, and customer satisfaction.

Key Responsibilities:

- Develop and implement training programs for new hires and existing contact centre agents.
- Monitor and evaluate the effectiveness of training sessions and materials, updating them as necessary.
- Conduct regular call audits and quality checks to ensure compliance with service standards and protocols.
- Identify performance gaps and provide targeted coaching or refresher training.
- Analyze quality and performance data to drive improvements in customer service delivery.
- Collaborate with operations and HR teams to align training and quality initiatives with business goals.
- Manage a team of trainers and quality analysts, providing guidance and performance feedback.
- Prepare reports on training outcomes, quality metrics, and improvement plans.
- Ensure adherence to regulatory and internal compliance standards across contact centre operations.
- Support continuous improvement by implementing best practices in training and quality assurance.
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