Contact Centre-T&Q Assist Manager

Apollo Tele Health Services is seeking a Contact Centre – Training & Quality (T&Q) Assistant Manager to oversee the training programs and quality assurance processes within our contact centre operations. This role plays a critical part in ensuring high service standards, agent performance, and customer satisfaction.

Key Responsibilities :

• Develop and implement training programs for new hires and existing contact centre agents.
• Monitor and evaluate the effectiveness of training sessions and materials, updating them as necessary.
• Conduct regular call audits and quality checks to ensure compliance with service standards and protocols.
• Identify performance gaps and provide targeted coaching or refresher training.
• Analyze quality and performance data to drive improvements in customer service delivery.
• Collaborate with operations and HR teams to align training and quality initiatives with business goals.
• Manage a team of trainers and quality analysts, providing guidance and performance feedback.
• Prepare reports on training outcomes, quality metrics, and improvement plans.
• Ensure adherence to regulatory and internal compliance standards across contact centre operations.
• Support continuous improvement by implementing best practices in training and quality assurance.

Skills Required

Training Delivery, Process Improvement