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We’re Hiring! 🚀 Assistant/ Deputy Manager – Quality & Training
Are you an expert at spotting performance gaps and turning them into impactful learning experiences? We are looking for a strategic and dynamic Assistant/ Deputy Manager – Quality & Training to lead our performance improvement initiatives!
In this role, you will bridge the gap between quality monitoring and skill development, ensuring our call center agents deliver exceptional customer experiences every day.
👉 What You’ll Do:
- End-to-End Governance: Oversee both the Quality Assurance (QA) and Training frameworks.
- Bridge the Gap: Analyze QA evaluation data to identify training needs, skill gaps, and compliance risks.
- Design & Deliver: Develop training modules, refresher courses, and onboarding programs based on real-time quality insights.
- Lead Calibration: Conduct calibration sessions between QA, Training, and Operations to ensure alignment.
- Track Impact: Own training efficacy metrics, CSAT scores, and quality dashboards for senior leadership.
💼 What We’re Looking For:
- 3–7 years of experience in BPO/Call Center environments, with a proven track record handling both Quality and Training functions.
- Minimum 2 years of leadership experience (Assistant Manager or Deputy Manager level).
- Strong understanding of learning principles and QA rubrics.
- Excellent data analysis, presentation, and coaching skills.
📍 Location: [Mohali]
💰 Compensation: [Up to 6LPA CTC]
- Join a team that values continuous growth and excellence!
Click on Apply to know more.