Associate-Training & Quality Governance

Location:  Gurugram
|
Nov 30, 2024
  1. Job Purpose
  • Responsible for ensuring that exceptional training & quality standards are maintained within the contact center operations
  • Collaborate with cross-functional teams to drive continuous improvement, enhance agent performance, and contribute to the overall customer experience
  1. Key Accountabilities

Functional Activities

  • Develop and implement training programs for new hires, including orientation, product knowledge, systems training, and customer service skills development.
  • Conduct ongoing training sessions for existing team members to enhance their skills, product knowledge, and adherence to established processes and procedures.
  • Work closely with Operations and HR to identify training needs and develop customized training plans to address skill gaps and improve overall performance.
  • Monitor and evaluate the effectiveness of training programs through assessments, feedback, and performance metrics analysis.
  • Lead the quality assurance program by designing evaluation criteria, call monitoring processes, and performance metrics to ensure service excellence.
  • Conduct regular quality audits of customer interactions (calls, chats, emails) to assess compliance with established standards and identify areas for improvement.
  • Collaborate with Operations and other departments to address quality issues, implement corrective actions, and drive process improvements.
  • Generate reports and dashboards to track training effectiveness, quality performance, and trends over time.
  • Stay updated on industry best practices, emerging trends, and regulatory requirements related to training and quality assurance in the call centre environment.
  • Assist the Manager in strategic planning, goal setting, and implementation of initiatives to drive overall team performance and customer satisfaction.
  • Understand action plans that drive CSAT
  • Identify TNIs and Provide TNAs to training and Ops (including vendor teams) for improvement on top defects
  • Focus on reducing variance by periodical Calibrations and Audit the auditor process

Any other additional responsibility could be assigned to the role holder from time to time as a standalone project or regular work. The same would be suitably represented in the Primary responsibilities and agreed between the incumbent, reporting officer and HR.

 

 

  1. Skills Required for the role

Strong Interpersonal skills

Communication Skills

Quality management Awareness

Analytical Skills

Stakeholder Management

Flexibility and adaptability

 

 

  1. Key Performance Indicators

Quality analyst - contact center

 

Call Evaluation Completion Rate

 

Agent Performance Improvement

 

Customer Satisfaction (CSAT) Score

 

First Contact Resolution (FCR) Improvement

 

Adherence to Processes and Pre-defined SOP

 

Compliance Monitoring & Hygiene Checks

 

Calibration Accuracy

 

Performance Reporting

 

  1. Key Interfaces

Internal Interfaces

Lead - Contact Center

  • Collaborate to align quality monitoring efforts with the contact center's objectives and priorities

D&T

  • Collaborate for providing tools and technologies used by the Quality Analyst for quality evaluations, data collection, and reporting

Contact Center Teams

  • Collaborate to provide feedback, coaching, and recommendations for improving the quality of their customer interactions

Training Team- CC

  • Provide top defects periodically for improvement on pain areas through customized refresher trainings for the ground staff/ agent audience

External Interfaces

Vendor or Service Partners

  • Collaborate to ensure that defined quality standards are met

 

  1. Educational and Experience Requirements

Minimum Education requirements

  • Bachelor's degree in Business Administration, Communication, hospitality, hotel management or a related field
  • Certification in training (e.g., ATD Certified Professional in Learning and Performance) or quality assurance (e.g., Six Sigma) is a plus.

Experience

Minimum

Desired

  • Overall 5 years of experience in travel domain with focus on training, coaching & quality assurance
  • Minimum 6 years of experience in CC Training and Quality preferably in travel domain (Airline, Agency, OTA, Hospitality).
  • Understanding of adult learning principles, instructional design methodologies, and facilitation technique will be an added advantage.
  • Proficiency in quality monitoring tools and techniques, along with an analytical mindset to interpret data and identify trends.
  • Open to travel to partner locations