Training and Quality Specialist

3 weeks ago

Mumbai, Maharashtra, India Lodha Ventures Full time

About Lodha Ventures:

Lodha Ventures is a dynamic collective of high-growth businesses that back ambitious ideas and turn them into category-disrupting ventures. We deploy patient capital with a focus on value creation, operating with independent CEOs and empowered leadership teams. Our decentralized portfolio fosters a performance-driven culture that sparks value creation and cultivates consumer-centric brands at the forefront of innovation.

The Role:

The Training and Quality Specialist plays a crucial role in ensuring the effectiveness and efficiency of Direct Business operations by developing and implementing training programs and quality assurance initiatives. This position is responsible for equipping agents and staff with the necessary knowledge, skills, and tools to deliver exceptional productivity and uphold quality standards.

Key Responsibilities:

  • Training Program Development: Design, develop, and deliver comprehensive training programs for agents, including new hire training, ongoing skill development, and specialized training in areas such as sales techniques, query handling, compliance, and technology usage.
  • Content Creation: Curate training materials, presentations, and resources such as calling scripts, manuals, guides, videos, and e-learning modules to support training initiatives. Ensure that training content is engaging, relevant, and aligned with organizational goals and industry best practices.
  • Onboarding and Orientation: Facilitate the onboarding process for new hires, providing them with the necessary tools, resources, and knowledge to quickly acclimate to their roles and contribute effectively to the team.
  • Quality Assurance Programs: Develop and implement quality assurance programs and processes to monitor and evaluate the performance of agents. Establish quality standards, metrics, and evaluation criteria to assess adherence to policies, procedures, and productivity level expectations.
  • Call Monitoring and Feedback: Monitor calls and other interactions between agents and leads to assess quality and adherence to scripting and best practices. Provide constructive feedback and coaching to agents to address areas for improvement and enhance performance.
  • Performance Analysis and Reporting: Analyze data and metrics related to training effectiveness, quality assurance results, customer feedback, and performance trends. Prepare reports and dashboards to communicate findings, identify trends, and track progress towards goals.
  • Continuous Improvement: Identify opportunities for process improvements, training enhancements, and performance optimization based on data analysis, feedback, and industry trends. Collaborate with stakeholders to implement changes and initiatives to drive continuous improvement.
  • Compliance and Regulatory Training: Ensure that agents and staff are trained and knowledgeable about relevant laws, regulations, and ethical standards. Stay updated on changes in regulations and update training materials accordingly.
  • Cross-Functional Collaboration: Collaborate with other departments such as human resources, sales, marketing, and operations to align training and quality initiatives with organizational goals and priorities. Coordinate with stakeholders to address training needs and ensure consistency in messaging and practices.
  • Employee Development: Support the professional development and career growth of agents through coaching, mentoring, and skills enhancement opportunities. Encourage a culture of continuous learning and improvement within the organization.

Requirements:

  • Education: Bachelor's degree in business, education, or a related field.
  • Experience: Previous experience in training, quality assurance, or a similar role, preferably in the real estate/interior design industry.
  • Skills: Strong knowledge of real estate and interior design operations, processes, and regulations. Excellent communication, presentation, and interpersonal skills. Ability to develop engaging training content and deliver effective training sessions. Analytical mindset with the ability to analyze data, identify trends, and make data-driven decisions. Attention to detail and a commitment to maintaining high-quality standards. Proficiency in Microsoft Office suite and learning management systems (LMS). Relevant certifications in training, quality assurance, are a plus.

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