Assistant Manager - L&D

About The Company

Orange Health is India's leading on-demand diagnostics lab for urban Indian consumers and is positioned as the fastest diagnostics lab in India. We were recognized as the Diagnostics Startup of the Year 2025.

Launched in January 2021, Orange Health Labs is amongst the most loved brands in the healthcare sector, with over 30,000 reviews and the highest rating on Google for all its facilities across the country, and an NPS close to 90!

Orange Health Labs is among the best places to work, with a team of 1,000+ people across the company. We believe in treating colleagues with respect and investing in their growth for the long term. You can learn more about our work culture on our careers page and LinkedIn page

Our vision is supported by some of the world's leading investors like Accel, General Catalyst, Y Combinator, Bertelsmann India, Amazon, and other marquee names. We have been recognised as a Future Unicorn for two consecutive years by Hurun India.

About The Role

We are seeking an experienced Process Trainer to join our CRM Support Team.The ideal candidate will have a strong background in Customer Experience (CX) service and a proven track record in delivering high-impact training on quality,communication, product and processes. You will play a critical role in developing,delivering, and evaluating training programs aimed at enhancing team

performance and customer service excellence.

Key Responsibilities

• Training Delivery :
• Deliver comprehensive training programs covering CRM processes, quality standards, communication skills, and customer interaction protocols.
• Conduct both classroom and virtual training sessions to new hires and tenured agents, ensuring content is engaging and tailored to different learning styles.
• Content Development :
• Develop and continuously update training content, materials, and documentation based on process updates, customer feedback, and performance metrics.
• Collaborate with subject matter experts (SMEs) to ensure the accuracy and relevance of training content.
• Assessments and Evaluation :
• Create and administer assessments (quizzes, role-plays, simulations) to evaluate trainee understanding and application of processes.
• Provide constructive feedback and coaching to agents based on assessment results and individual performance.- Track and analyse training effectiveness through post-training assessments, agent performance data, and quality audits.
• Quality and Process Improvement :
• Monitor quality and performance metrics of the CRM support team and identify skill gaps.
• Work closely with operations to align training programs with quality benchmarks and CX goals.
• Continuously identify opportunities to improve training materials and delivery methods.
• Mentorship and Ongoing Development :
• Provide one-on-one coaching and feedback sessions to support the continuous development of team members.
• Assist in onboarding new hires and ensure a smooth transition to full performance.
• Stakeholder Management :
• Collaborate with team leaders,VOC and operations teams to align training initiatives with business goals.
• Present training outcomes, progress reports, and recommendations for further training interventions to manager

Why join us

Skills Required

Skills : soft skills,lms,l&d,cx

Skills Required

Communication Skills, Training, Content Development, assessment skills , Process Improvement, Quality Assurance