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Trainer / Quality Analyst-Assistant Manager

Mumbai, MH
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  • Banking & Finance
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Job Details

Role and Responsibilities- Trainer Role- Conduct product training for the officers hired for Inbound / Outbound and E-mail management.- Performs mock calls with new hires post-training to determine readiness for moving into support.- Responsible for smooth transition of new hires from training to production floor.- On job support for new hires- Daily and monthly reporting of various Training MIS to keep senior management updated about the training progress and effectiveness.- Conduct monthly refresher trainings, including product/process changes or additions, for Inbound / Outbound and E-mail management.- Conducts coaching sessions in order to develop and evaluate personnel by assessing performance.- Preparing monthly quiz and responsible to get the quiz completed by the target audience.Role and Responsibilities- QA role- Manages the operation of the organization's quality management program to ensure proper quality assurance policies and procedures are met. Implement best practices for QA in the center.- Evaluation of Inbound / Outbound calls and E-mail response sent to customers.- Acts as a liaison between the contact center and multiple departments within the organization to ensure customer satisfaction is met.- Collaborate with Contact Centre Management in implementing enhancements to the QA processes and procedures.- Identifies the interface of key activities within and between the functions of the organization by identifying trends and puts together action plans to meet quality standards and goals.- Other duties as assigned by the organization
Degree: MBA/ PGDM

Additional Degree: BA (Arts) | B.Com. (Commerce) | B.Pharm. (Pharmacy) | B.Plan. (Planning) | B.Sc. (Science) | BBA/ BBM/ BBS | BCA (Computer Application) | Diploma-Other Diploma | B.Ed. (Education) | BHM (Hotel Management)

Experience: 2-7


Quality Assurance | Statistical Quality Control | Total Quality Management
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