Job Description
Summary
• The successful candidate will join as a Manager for Quality Assurance and Process Compliance in the Customer Experience Department.
• (S)He will report to the Head of Quality Assurance & Compliance and will be responsible for creating and implementing processes and programs to ensure effective learning and training.
• The Quality Assurance and Process Compliance Manager will also oversee the assessment of the core knowledge and skills required for efficient functioning of personnel across all touchpoints to the achievement of set goals.
Core Responsibilities
Training
• Develop training programs to ensure maintenance of high standards of functioning by touchpoint employees in delivering customer experience.
• Facilitate certification for on-boarding of new hires for all touchpoints.
• Develop, implement, and assess touchpoint employees to ensure they are aligned with the required knowle...