- Conduct remedial training sessions, impart NHIP (New Hire Induction Program) training, facilitate refresher training sessions to address skill gaps and enhance performance.
- Implement sales training programs to improve sales techniques and performance.
- Develop and maintain a training calendar outlining the schedule and ensure timely delivery of training programs.
- 7 - 9 years experience in Training and Quality domain
- Minimum 2 years experience in team management
- Operations knowledge is must.
- Bachelor's degree in a relevant field
- Post graduate will be preferred
Manager - Training & Quality | Customer Care - Noida, India - Dr Lal PathLabs
Description
The ideal candidate will be responsible for developing, implementing, and continuously improving training programs and quality assurance processes to ensure exceptional service delivery and customer satisfaction.
Responsibilities:
1. Content Creation: Develop comprehensive training materials and content tailored to the specific needs of the customer care team including SOPs, NHIP training, sales training, and refresher training.
2. SOP Creation: Develop and maintain SOPs to ensure consistency and efficiency in customer care processes.
3. Training Initiatives:
4. Training Efficacy: Monitor, evaluate the effectiveness and continuously refine training methodologies to enhance training efficacy and maximize learning outcomes.
6. Quality Assurance: Conduct regular audits and provide constructive feedback/ coaching to achieve quality standards.
7. Seven QC Tools: Utilize the seven quality control tools (Check Sheets, Pareto Charts, Cause-and-Effect Diagrams, Histograms, Scatter Diagrams, Control Charts, and Flowcharts) to analyze data and drive continuous improvement initiatives.
Experience:
Qualifications