Quality and Training Manager role is to monitor measure and analyse customer interactions to improve the quality of customer services provided by our client.
Job Profile
Should have a sound knowledge of MS office Reporting Activities within the Telecom or IT environment
Should have handled client interaction (on calls or in person)
Excellent written, spoken English and presentation skills.
Must have a deep knowledge of the mobile Telecom products
Exposure to Training Delivery and Training co-ordination
Comfortable working in 24*7 environment
Perform periodic Training Need Analysis in coordination with Ops team Quality within Telecom or Contact Centre environment
Coordinate with Ops Quality team for Training Delivery.
Track and maintain all Training Delivery records for the process
Key Deliverables (KRA / Measure)
Maintain a repository for all Training related documents and coordinate with Ops and Quality for updates/changes.
Understanding of SLA’s KPI’s of the process
Quick in understanding Telecom Contact Centre Operational Processes and Making Process Flow Maps
Understanding of at least preparing a training module for Telecom Customer services
Manage all training related communications for the Process.
promoting quality achievement and performance improvement throughout the organisation;
setting QA compliance objectives and ensuring that targets are achieved