Flipkart Hiring for Assistant Manager – Process Training (Travel Experience) at Gurgaon, Haryana, India Full Time

As the Trainer/Quality Analyst – Assistant Manager for our call centre (Outsource Partner) handling the travel process, you will be responsible for ensuring the delivery of high-quality training programs and maintaining excellence in customer service through effective quality assurance measures. You will play a key role in equipping our agents with the necessary skills and knowledge to deliver exceptional service while also continuously monitoring and improving service quality

Core Responsibilities

• Conduct New Hire Training Batches
• Conduct Refresher Training Batches
• Creation of Process Documents
• Update Process Manuals
• Sending Process updates to the operations floor and vendor partners
• Conducting Fortnightly Online Assessments
• Call Analysis – Detractor, Passive & Promoter
• Taking Calls for Process improvement
• Maintaining Training MIS
• Participating in Weekly Call Calibrations with Partners
• Ensure quality based intervention.
• Ensure that Process quality and training is delivered effectively in the stipulated timelines.
• Evaluate process quality and take corrective actions which should be tangible.
• Evaluate effectiveness of T & D interventions
• Provide crisp and specific feedback to Front Line Recruitment Teams on quality of new hires.
• Design and develop Quality framework.
• Ensure uniform quality of training being delivered by all training teams in line with process requirement.
• Interact and streamline channels of communications with other Functions.
• Facilitate and identify potential areas for improvement; lead improvement Projects using the DMAIC Method.
• Manage a team of trainers and quality analysts.
• Responsible for coordinating with multiple functions to establish processes and cost-saving metrics like CPB.
• Candidates should demonstrate proficiency in soft skills training, but not limited to effective communication, conflict resolution, and team building.

Self-Management Responsibilities

• Maintain a decent and clear communication between the team and Partner
• Ensure Positive Outcome with every Interaction.
• Should be Organized and Confident within the Team and with Partner.
• Maintain integrity and hygiene with all customer and internal interactions.

Minimum Qualifications

• Graduate / Diploma (10 + 2 + 3 / 10 + 3)

Professional Certifications

• IATA Preferred though not mandatory.
• Lean Six Sigma Yellow or Green Belt Training / Certification from reputed organization / institute will be an added advantage.
• ADDIE Training model will be an added advantage.

Language Skills

• Ascentify B2 High English skill. Spoken Hindi (neutral accent)

Years Of Experience

• A minimum of 2 to 4 years of experience in an Inbound Customer Service environment. Travel BPO preferred