Manager

About the role

India, Uttar Pradesh, New Delhi, New Delhi - Noida (Back Office), New Delhi - Noida (Back Office), 1312, Corporate Lead the design and execution of process training, soft skills training, and product refreshers for new and existing customer service staff. Conduct Training Needs Analysis (TNA) based on performance trends, quality results, and feedback from operations.

What you'll do

• Training Strategy & Delivery
• Conduct Training Needs Analysis (TNA) based on performance trends, quality results, and feedback from operations
• Partner with operations and product teams to update training content whenever processes, systems, or policies change
• Oversee call/chat/email monitoring to ensure adherence to quality standards and process guidelines
• Ensure sampling, scoring, and feedback processes are conducted consistently and within defined timelines

What you need

• MIS reporting
• Reporting
• Compliance
• Audit
• Root cause analysis
• Customer service
• Any graduate

Good to have

• Learning and development