Assistant Manager- Development & Quality

river engineering · Bengaluru · onsite · Posted 61d ago

Not disclosed4–6 yrsfulltimeSourced from Foundit

About a minute. You'll make an account on the way through.

About this role

Key Responsibilities:

Development & Training (D&T)Onboarding & Nesting: Design, update, and deliver comprehensive onboarding programs for new customer care representatives to ensure a seamless transition into production.

Continuous Learning: Identify skill gaps and design ongoing refresher training, product updates, soft skills workshops, and compliance modules.

Instructional Design: Create engaging training collateral, including playbook manuals, e-learning modules, quizzes, and role-play scenarios.

Effectiveness Tracking: Measure the ROI of training initiatives by tracking key performance metrics (e.g., Time-to-Fluency, First Contact Resolution) post-training.

Internal Quality Assurance (QA)-QA Framework Management: Overhaul and maintain the quality evaluation framework for all customer touchpoints (Voice, Email, Chat, Social Media).

Auditing & Calibration: Conduct regular case audits and lead weekly/monthly calibration sessions with Team Leads and QA analysts to eliminate bias and ensure scoring consistency.

Root Cause Analysis (RCA): Deep-dive into customer escalations, low CSAT/NPS scores, and bottom-quartile agent performance to uncover systemic issues and build corrective action plans.

Feedback Loop: Bridge the gap between Quality and Training by turning QA insights into immediate, actionable coaching interventions.

Leadership & Team Management-Team Supervision: Direct line management of Quality Analysts and/or Trainers, setting clear KPIs, providing mentorship, and managing their career development.

Stakeholder Collaboration: Partner closely with Operations Managers and Team Leads to align training and quality goals with overall business objectives.

Reporting: Present weekly and monthly Training & Quality metrics to senior leadership, highlighting trends, achievements, and areas of concern.

Ideal Candidate:

Experience: 4+ years of experience in Customer Service/Support operations, with at least 2 years in a dedicated Training or Quality Assurance role (e.g., Senior Trainer, QA Lead, or Associate AM).

Tools & Technology: * Proficiency with CRMs (e.g., Salesforce, Zendesk, Freshdesk).

Experience with QA software (e.g., Playvox, MaestroQA, Klaus) and Learning Management Systems (LMS).

Analytical Power: Strong data fluency. You should be comfortable pivoting data in Excel/Sheets to find the why behind the numbers.

Communication Mastery: Exceptional verbal, written, and presentation skills. You can explain complex policies simply and deliver constructive feedback gracefully.

Sourced from foundit

Skills

Data fluencyexcel

About River Engineering

river engineering

Industrial Machinery

144

employees

2007

19 years old

Greater Noida, Uttar Pradesh

India

₹4.8L PA avg

Avg at River Engineering

About

Designs and manufactures high-tech electrical and electromagnetic products for railways, aerospace, and defense, ensuring quality and project management excellence.

Industries

Industrial MachineryAdvertising / PR / Events

Employee ratings

10 reviews

3.4/ 5

Culture

2.1

Career growth

2.0

Work-life

3.5

Employees rate it well for

Work-Life Balance38Job Security36

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