Assistant Manager - Process Training
- Cleartrip
- 2 - 4 years
- Noida, Gurugram
- 2 years ago
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Job Description
- As the Trainer/Quality Analyst - Assistant Manager for our call centre (Outsource Partner) handling the travel process, you will be responsible for ensuring the delivery of high-quality training programs and maintaining excellence in customer service through effective quality assurance measures
- You will play a key role in equipping our agents with the necessary skills and knowledge to deliver exceptional service while also continuously monitoring and improving service quality
- Conduct New Hire Training Batches
- Conduct Refresher Training Batches
- Creation of Process Documents
- Update Process Manuals
- Sending Process updates to the operations floor and vendor partners
- Conducting Fortnightly Online Assessments
- Call Analysis - Detractor, Passive Promoter
- Taking Calls for Process improvement
- Maintaining Training MIS
- Participating in Weekly Call Calibrations with Partners
- Ensure quality based intervention.
- Ensure that Process quality and training is delivered effectively in the stipulated timelines.
- Evaluate process quality and take corrective actions which should be tangible.
- Evaluate effectiveness of T D interventions
- Provide crisp and specific feedback to Front Line Recruitment Teams on quality of new hires.
- Design and develop Quality framework.
- Ensure uniform quality of training being delivered by all training teams in line with process requirement.
- Interact and streamline channels of communications with other Functions.
- Facilitate and identify potential areas for improvement; lead improvement Projects using the DMAIC Method.
- Manage a team of trainers and quality analysts.
- Responsible for coordinating with multiple functions to establish processes and cost-saving metrics like CPB.
- Candidates should demonstrate proficiency in soft skills training, but not limited to effective communication, conflict resolution, and team building.
- Maintain a decent and clear communication between the team and Partner
- Ensure Positive Outcome with every Interaction.
- Should be Organized and Confident within the Team and with Partner.
- Maintain integrity and hygiene with all customer and internal interactions.
- Graduate / Diploma (10 + 2 + 3 / 10 + 3)
- IATA Preferred though not mandatory.
- Lean Six Sigma Yellow or Green Belt Training / Certification from reputed organization / institute will be an added advantage.
- ADDIE Training model will be an added advantage.
- Ascentify B2 High English skill. Spoken Hindi (neutral accent)
- A minimum of 2 to 4 years of experience in an Inbound Customer Service environment. Travel BPO preferred
Job Classification
Industry: Travel & TourismFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Assistant ManagerEmployement Type: FreshersContact Details:
Company: CleartripLocation(s): Noida, Gurugram
Keyskills: BPO Green belt Manager Quality Assurance MIS Process improvement Service quality Monitoring Team building Recruitment Process management
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Cleartrip
We come together each day to fulfill a promise of offering the single most comprehensive travel experience to users, through award-winning Mobile and Desktop solutions. With intuitive products that have the largest selection of flights and hotels, we keep customers at the center of everything we do.
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