Training Manager
- Firstsource
- 9 to 14 Yrs
- Bengaluru
- 2 years ago
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Job Description
Our users are the core of what we do here at ZestMoney and to become the most loved BNPL, we need a
great support system. What makes a great support system Folks who love to keep user needs above
everything else; who think customer service is an attitude and quality is a habit! If this sounds like you
and you think you can train your fellow Zesties to think on these lines, we should chat.
Were looking for an experienced Training and Quality leader to devise our organisational training and
quality strategies, identify training needs, design quality mechanisms for the operations team, identify
and fix process gaps through effective quality monitoring processes.
To be successful in this role, you should have: Solid experience organizing training and designing the
educational curriculum, building processes, identifying and fixing process gaps, sharing timely feedback
with teams on their quality performance and driving them to excellent user experience - one
conversation at a time.
What you'll do
Identify or help build a tool & repository to deliver training in an effective self serve and
automated way.
Managing learning content, curriculum, resources on LMS and recommending new training
methods (including e-learning courses and game-based platforms)
Identify, conduct and verify training programs for our internal and external teams
Optimising training processes for efficiency and conducting trainer feedback sessions
View and revise the training SOPs for the outsourced training teams while getting timely reports
on training completion and performance
Using performance reviews and skills gap analysis to identify training needs of the team
Implementing coaching sessions and mentorship programs to establish a culture of continuous
learning
Implement clear overall quality strategy with scalable process/tools/ systems that allow
resource-efficient monitoring and drive continuous improvements
Establish quality governance process with clients and operations to ensure effective
communication on processes, changes and drive implementation
Design and develop quality measures for the operations team and bring innovative ideas and
create work process standardization
Drive investigation of highly sensitive issues affecting client, working with different teams to
understand why and what happened
Identify opportunities and coordinate with different functions operations, training, workforce,
and reporting towards quality improvement
Develop and mentor people, act as a career counselor and create a high-performing team (foster
relationships, resolve conflicts, etc.)
Employement Category:
Employement Type: Full timeIndustry: BPO / Call Center
Role Category: Training & Development
Functional Area: Not Applicable
Role/Responsibilies: Training Manager
Contact Details:
Company: Source SolutionsLocation(s): Bengaluru
Keyskills: process training training analysis training training needs analysis
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