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Senior Manager - Quality, Training, and Process Excellence

ConfidentialBengaluru / Bangalore

30+ days ago

Job description

Key Deliverables

Develop frameworks to analyze support data and translate insights into actionable strategies that improve customer / seller experience.
Define and execute a long-term strategy for quality assurance (QA) and operational excellence within support teams.
Design forward-thinking training programs that equip support teams to meet evolving business and customer expectations.
Spearhead the adoption of emerging technologies and lead change management initiatives to improve operational efficiency.

Role Responsibilities

Lead the implementation of QA frameworks, driving improvements in customer satisfaction (CeS, NPS).

Manage the design and delivery of transformative training programs for support teams to enhance their service delivery.

Drive operational excellence through continuous process optimization, reduced handling times, and higher automation in support processes.

Champion the successful integration of new technologies, driving innovation and process optimization within training and quality assurance operations.

Skills Required

Operational Excellence, Quality Lead, Change Management, Customer Support, Automation

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Senior Manager Quality • Bengaluru / Bangalore