Healthians
Website:
healthians.com
Job details:
📢 WE ARE HIRING | QUALITY & TRAINING
📍 Location: Gurgaon & Noida
💼 *Experience:* 4–5+ Years
We are looking for an experienced professional for a Quality & Training role.
Key Responsibilities (KRAs)
Call Monitoring & Feedback:
• Monitor calls throughout the shift for the production floor.
• Conduct a set number of daily audits and ensure individual feedback is provided to advisors after every call.
• Ensure feedback is actioned and documented to promote continuous improvement in performance.
Quality Reporting & Dashboard Maintenance:
• Prepare and maintain regular quality-related reports, such as call audits and performance dashboards.
• Highlight trends and areas for improvement.
Training & Development:
• Assist in developing new hires and existing advisors on the floor by providing support through call monitoring, observations, and targeted training sessions.
• Conduct training on topics like telephonic etiquettes, soft skills, dispositions, sales techniques, and product knowledge.
Performance Metrics Management:
• Handle the performance metrics of both new and experienced advisors, focusing on improving key areas like:
- Call quality, Sales conversion rates, Average ticket size/ASP, Net Promoter Score (NPS)
Floor Support:
• Provide consistent floor support, guiding advisors in real-time, monitoring quality, and suggesting ways to improve error rates and sales conversions.
On-the-Job Training (OJT):
• Conduct OJT sessions for new hires and existing team members.
• Ensure new hires are well-equipped with the necessary skills and knowledge to meet performance standards.
Team Huddles & Meetings:
• Maintain shift-brief records and actively participate in team huddles and end-of-day meetings.
• Share updates and insights regarding performance, areas of concern, and action points.
Call Demonstration & Refresher Training:
• Demonstrate effective sales and customer service techniques through live call handling.
• Conduct refresher training sessions to ensure that advisors stay updated on process knowledge, sales strategies, and performance expectations.
Adaptation to Process Changes:
• Adapt quickly to changes in processes and policies, ensuring the team is aligned and performs to the new standards.
• Regularly stay updated on new process knowledge and skills.
Eligibility Criteria / Qualifications
Educational Qualifications:
• Graduate with at least 5–6 years of total work experience, with a minimum of 3 years in call quality monitoring, training, or a related field.
Skills:
• Proficiency in Hindi and English (Excellent verbal and written communication skills in both languages).
• Strong MS-Office skills (Word, Excel, PowerPoint).
• Ability to develop content and conduct Training Needs Analysis (TNA).
• Effective feedback and coaching skills to help improve advisor performance.
Behavioral Attributes:
• Strong analytical skills and attention to detail.
• Ability to provide constructive feedback in a motivating and professional manner.
• Flexibility to work 6 days a week.
📩 Interested candidates can share their CV at: Anjali.sharma@healthians.com
Click on Apply to know more.