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
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.
Skills Required for the role
Strong Interpersonal skills
Communication Skills
Quality management Awareness
Analytical Skills
Stakeholder Management
Flexibility and adaptability
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
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
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.