Key Deliverables :
- Develop and implement comprehensive Training & Quality (T&Q) strategies for internal and vendor CX teams
- Design, deliver, and certify effective training programs covering knowledge, skills, and process adherence
- Establish and maintain a robust quality assurance framework with regular audits and feedback mechanisms
- Manage vendor relationships and ensure consistent performance improvements through collaboration and escalation
Role Responsibilities :
Analyze CX performance data to identify training needs and quality gaps, and drive targeted interventionsPartner with internal teams and vendors for seamless training delivery and quality calibrationLead coaching, performance management, and employee engagement initiatives across CX teamsCollaborate cross-functionally to align T&Q efforts with business goals and provide senior management insightsSkills Required
Project Management, Customer Service, Quality Management, Performance Management, Training Management