Quality & Training Head

We are looking for an experienced Quality & Training Head to join our growing team at Jobs Territory. In this role, you will be responsible for designing, developing, and implementing solutions that meet our business needs.

We are seeking an experienced and dynamic Quality & Training Lead to oversee and improve the quality and effectiveness of our contact center operations. The ideal candidate should have 8-10 years of experience in managing training and QA teams, particularly within the healthcare process. This role is essential to ensuring the operational efficiency and performance standards of the contact center are consistently met.

Responsibilities:

• Prepare & Deliver Training: Design and conduct training modules for contact center agents
• ensuring the adoption of best practices and performance standards. Use QA Tools: Utilize CRM systems
• QA applications
• and sales call assessment tools (e.g.
• histograms
• Pareto charts) to monitor agent performance and ensure quality. Track Agent Performance: Work closely with low-performing agents to provide tailored training and track their improvements over time. Generate Reports: Create detailed performance progress reports and share insights with senior management for decision-making. Identify Process Gaps: Analyze existing workflows and take immediate corrective actions to address process inefficiencies. Manage QA Team: Lead and manage the Quality Assurance team to ensure high standards of performance and adherence to quality metrics. Collaborate with Internal Teams: Work in close collaboration with other departments to ensure alignment on operational goals and smooth execution of processes. Reporting: Regularly report to the Contact Center Head on the overall performance
• quality standards
• and areas of improvement.

Requirements:

• Experience: 8-10 years of experience in training or managing a QA team
• preferably in a healthcare-related contact center environment. Target-Driven: Strong background in managing and achieving target-driven processes. Skills: Exceptional communication skills
• proficiency in CRM systems
• QA tools
• Excel
• and dialler systems. Training Ability: Demonstrated ability to prepare and deliver effective training sessions to improve agent performance. Healthcare Experience: Experience in the healthcare industry is highly desirable. Gender Requirement: Only female candidates will be considered. Immediate Joiners: Preference for candidates who can join immediately.

Join our team and help us build innovative solutions that make a difference!