Associate, Quality & Training

Job summary:Job summary: To monitor and evaluate customer interactions, assist in the preparation and delivery of training materials, analyze data to identify areas for improvement, document processes, and foster effective communication and collaboration within the team. Ensure delivery of exceptional customer support and continuously improve performance through quality assurance and training efforts. General Responsibilities: Policy, Procedures, Process and Systems Ensure the compliance of organization’s policy, systems, processes, procedures, and controls in line with group delegation of authority policy so that all relevant procedural/legislative requirements are fulfilled while delivering a quality, cost-effective service in a consistent manner. Reporting Ensure that all reports are completed timely and comply with the business and organization’s policies and standards. Manage the preparation of periodical management reports and progress reports to keep the business senior management informed about the progress of various initiatives and to facilitate decision-making. Comply with organization’s requirements in a timely manner. Job Specific Responsibilities: Assist in monitoring and evaluating customer interactions to ensure adherence to quality standards. Participate in quality monitoring activities, such as call monitoring, email evaluations, or chat assessments. Identify areas for improvement and provide feedback to team members for performance enhancement. Assist in documenting standard operating procedures (SOPs) and best practices. Collaborate with team members to identify process gaps and suggest improvements. Support the implementation of process improvement initiatives to enhance efficiency and quality. Assist in the preparation and organization of training materials and resources. Support the delivery of training sessions, ensuring that content is effectively communicated. Help track and maintain training records and documentation. Collaborate with team members to identify training needs and provide input for training program development. Collect and analyze data related to quality metrics, training effectiveness, and performance indicators. Prepare reports and presentations summarizing key findings and insights. HSE, Security, and Risk Protocols: The Employee shall adhere to all the HSE, Security and Risk Management Rules & Procedures communicated by the company, including: Taking reasonable care of their own health, safety, and security. Taking reasonable care of the health, safety and security of persons that may be affected by their acts or omissions at work. Co-operate with their employer with respect to any instruction and/or actions taken by the employer to protect the employee and/ or comply with HSE and security requirements. Report to their immediate line manager any situation which they have reason to believe could present a risk, hazard, or issue to an individual or the company and which they cannot correct themselves. Report all HSE and security incidents and work-related injuries. Not intentionally or recklessly interfere with or misuse anything provided at the workplace that supports the interest of HSE, security and welfare. Essential Requirements Bachelor’s degree in Business Administration or equivalent Upto 3 years of relevant working experience Desired Requirements Master’s degree in Business Administration or equivalent Certified Trainer must have experience in CRM