Assistant Manager - CX Training & Quality

Role Summary :

The CX Training & Quality Assistant Manager is responsible for driving operational efficiency, embedding a culture of continuous improvement, and ensuring high-quality customer experience across Customer Service operations. This role combines process excellence, training and development, and quality assurance to deliver measurable improvements in performance, customer satisfaction, and organizational capability.

Core Responsibilities :

• Lead process improvement projects, including mapping current state processes, designing future state processes, and implementing changes.
• Analyzes recurring issues, leads RCA, designs process-level fixes, and improves systems that sustainably reduce detractors and repeat contacts.
• Document process gaps and recommend solutions to optimize workflows.
• Collaborate with cross-functional teams to identify opportunities for improvement.
• Develop and implement training and development strategies aligned with CX goals.
• Design and deliver training using classroom, e-learning and workshop formats.
• Drive a comprehensive “Voice of the Customer” strategy and define methods to align VOC insights with in-depth customer analyses to better understand and predict customer behavior.
• Drives change through RCA, SOP redesign, automation opportunities, and systematic improvements across CS operations.
• Innovate QA processes, implement best practices, and drive continuous improvement in a dynamic environment
• Plan, organize and execute quality assurance projects to enhance customer service performance and service quality.

Self Management Responsibilities :

• Stay updated on industry trends, best practices, and emerging technologies in learning and development.
• Lead a team of trainers and quality auditors to deliver high-quality programs.
• Organize and coordinate thetraining programs for new hires and refresher customer service training programs.
• Improves processes and tools to help teams perform better; identifies capability gaps based on data trends.
• Excellent communication and presentation skills, with leadership presence on the floor
• Apply performance management strategies - action plans, BQ planning
• Performance management and appraisals of the team.

Knowledge :

Minimum Qualifications :

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

Professional Certifications :

• Management Certification & Six Sigma

Language Skills :

• English skill. Spoken Hindi (neutral accent)

Skills :

• Lean Six Sigma, Kaizen, and process improvement methodologies.
• Experience with e-learning authoring tools and technologies
• Telephony Systems like Avaya, Genesys, Exotel etc.
• CRM systems like Salesforce, Kapture, Zendesk etc.
• Knowledge of BOT, AI tools or Automation in Chat and Calls.