Training And Quality Manager

AM / Asso. M - Training & Quality, Customer Care

Roles & Responsibilities :

The purpose of this role is to elevate customer delight and experience by driving performance

and the productivity of the team.

Training :

• Conduct effective induction and process training sessions
• Identifying and assessing current and future training needs and deliver the required training
• Establish training program / course learning objectives and content
• Monitor and evaluate training program's effectiveness and success periodically and report the outcomes
• Develop valid and reliable content & assessment tools to measure the effectiveness of objectives
• Resolve any specific problems and improvise / amend training programs as required from time to time
• Keep one-self updated on the training trends, developments and best practices in the industry

to ensure an excellent customer experience is driven through the entire customer service team

training and development plan basis the business objective

Quality :

quality and compliance.

and team meetings

knowledge and quality of customer service

utilization

Others :

Management from time to time

Skills Required

Training, Performance Improvement, Audit, Process Improvement