Assistant Manager - Training & Quality @ Phoenix Global Re

Job Description

About Us Heads Up For Tails is a one-stop pet product's brand with its paw-prints across India. We design,manufacture, and customize high quality and functional pet products to improve the quality of your pet'slife and make pet parenting delightful. We were founded with the sole aim of making the lives of all pet companions better and on the strongbelief that pets are family. By offering products and services that make pets more comfortable, healthier,and happier, we hope to strengthen the bond between pet and parent. With a firm belief in safety, innovation, and empathy, we create and curate a range of relevant petproducts and services. We are constantly adding to our inventory of products and services to provideparents with a holistic pet care experience and hope to become rock solid partners in each familys petparenting journey. We have over 1200+ employees spread across the country; with 220+ in our headquarters in Gurgaon. Wehave been awarded the Brand of the Year Award. three times (2017, 2019 and 2021), most recentlyawarded at Homburg Palace, Vienna. We have been certified as a Great Place to Work 2022 by Great Placeto Work Institute, India. Position Summary As a Training and Quality professional you are expected for quality assessment programs for our customer experience team and identify and assess future and current training needs through job analysis and consultation with the line managers The person should be able to administer performance management by diagnosing improvement opportunities, provide effective feedback, coaching, and corrective action plans. Responsibilities High performance delivery on all quality parameters. Conduct audits and feedback for all the agents with the objective of improving agents throughput and maintaining customers satisfaction. Understand customer needs and requirements to develop effective quality control processes. Performs monitoring and assessment of all interactions of the associates (Inbound /Outbound Calls, e-mails, social, etc.) Data analysis and creating designated reports/dashboards. Prepare TNA, publish and execute for 100% closure. Reduce the learning curve and help enhance product/process knowledge of new team members. Ensure that internal policies, procedures, and compliance regulations are being followed. Execute internal call listening/calibration sessions. Maintain and sustain exceptional KPI performance. Minimum Qualifications, Skills and Competencies Graduate/ Post Graduate degree in any discipline. 5+ years of experience as a Quality Analyst. Proven experience in the field of Quality Assurance-Customer Service. Excellent communication (verbal and written) skills in Hindi and English. Good listening ability to understand customer issues very clearly and provide resolution. Analytical and quantitative Skills Data Handling/ Data interpretation. Process orientation and structured thinking. Ability to function independently as well as in a team, multi task in a high energy environment Demonstrated ownership to resolve challenging customer issues, escalating when necessary What Heads Up For Tails Can Offer You: Heads Up For Tails is the single largest organized leader in the growing pet care industry in India, a market thats estimated to reach INR 5475 crores by 2025. With an omni-channel network of manufacturing, retail, e-commerce and distribution, Heads Up For Tails can offer you a dynamic and ambitious work environment where you can leverage your experiences and skills to solve exciting, complex problems. We offer you a culture that thrives on ownership and initiative, where people who are excited about taking the path less travelled will thrive and succeed

Employement Category:

Employement Type: Full time
Industry: Retail
Role Category: Sales / BD
Functional Area: Not Applicable
Role/Responsibilies: Assistant Manager - Training & Quality

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Keyskills:   Quality Assurance Customer Service Communication Skills Data Analysis Process Orientation Teamwork Analytical Skills