Training and Quality Assurance Coordinator

Training & Capability Building

• Conduct Training Needs Identification (TNI) in alignment with GPL’s Learning Framework, QMF standards, and Zonal CC feedback.
• Design, develop, and deliver role-specific and skill-based training for Sky RMs including onboarding, refreshers, communication, and collections capability modules.
• Integrate GPL training requirements such as Alchemy modules and LMS learning journeys within Sky RM learning plans.
• Collaborate with the HO L&D and Zonal Training Teams to ensure consistency of learning outcomes for Sky RM.
• Create facilitator guides, e-learning modules, videos, and quick reference tools for both virtual and hybrid learning formats.
• Monitor knowledge retention, learning transfer, and post-training performance improvement through periodic assessments and audit scores.
• Drive continuous learning culture through micro-learning, refresher capsules, and “trainthe-trainer” sessions for Sky RM TL or High Potential Sky RMs in line with GPL standards. Collections & Customer Experience Enablement
• Develop modules that integrate customer lifecycle communication, collections negotiation skills, and defaulter recovery frameworks
• Conduct role-plays, simulation exercises, and live call calibrations focused on improving customer engagement, conversion, and empathy.
• Train Sky RMs on NPS calling, handling detractors, and leveraging promoter relationships for referrals and testimonials.
• Support the adoption of digital service tools,Aspect Telephony, and Customer Communication Templates). Governance, Compliance & Quality Audits
• Conduct training audits and skill certifications to ensure all Sky RMs meet GPL quality and communication standards.
• Align all training materials and delivery methods with GPL brand guidelines, tone of voice, and compliance frameworks (SOC2, GDPR).
• Review and validate customer communication templates to ensure accuracy, empathy, and adherence to process SOPs
• Maintain detailed documentation for audit readiness, reporting completion rates, and feedback effectiveness metrics,

Location-Malad Aspee,

Salary upto 6LPA,

Should be from a BPO company,