{"id":3858660,"url":"https://alion.io/job/mosaic-wellness-assistant-manager-cx-training-quality","title":"Assistant Manager - CX Training & Quality","company":{"id":3863073,"name":"Mosaic Wellness","domain":"mosaicwellness.in","url":"https://alion.io/company/mosaicwellness","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Keka","truth_index":{"grade":"B","score":75,"open_postings":10,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-11-11T05:49:22Z"}},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Mumbai, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-11-06T06:27:57Z","employer_posted_date":"2026-11-06","last_verified_at":"2026-11-11T11:58:51Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"Role Summary :\nThe 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.\nCore Responsibilities :\nLead process improvement projects, including mapping current state processes, designing future state processes, and implementing changes.\nAnalyzes recurring issues, leads RCA, designs process-level fixes, and improves systems that sustainably reduce detractors and repeat contacts.\nDocument process gaps and recommend solutions to optimize workflows.\nCollaborate with cross-functional teams to identify opportunities for improvement.\nDevelop and implement training and development strategies aligned with CX goals.\nDesign and deliver training using classroom, e-learning and workshop formats.\nDrive 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.\nDrives change through RCA, SOP redesign, automation opportunities, and systematic improvements across CS operations.\nInnovate QA processes, implement best practices, and drive continuous improvement in a dynamic environment\nPlan, organize and execute quality assurance projects to enhance customer service performance and service quality.\nSelf Management Responsibilities :\nStay updated on industry trends, best practices, and emerging technologies in learning and development.\nLead a team of trainers and quality auditors to deliver high-quality programs.\nOrganize and coordinate thetraining programs for new hires and refresher customer service training programs.\nImproves processes and tools to help teams perform better; identifies capability gaps based on data trends. \nExcellent communication and presentation skills, with leadership presence on the floor \nApply performance management strategies - action plans, BQ planning \nPerformance management and appraisals of the team.\nKnowledge :\nMinimum Qualifications :\nGraduate / Diploma (10 + 2 + 3 / 10 + 3) \nProfessional Certifications :\nManagement Certification & Six Sigma\nLanguage Skills :\nEnglish skill. Spoken Hindi (neutral accent)\nSkills :\nLean Six Sigma, Kaizen, and process improvement methodologies.\nExperience with e-learning authoring tools and technologies\nTelephony Systems like Avaya, Genesys, Exotel etc.\nCRM systems like Salesforce, Kapture, Zendesk etc.\nKnowledge of BOT, AI tools or Automation in Chat and Calls.","description_format":"text","description_chars":2713,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"Hindi","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Health & Wellness Products"],"lifecycle":[{"event":"open","at":"2026-11-06T07:59:28Z"}],"visa":[],"liveness":{"score":60,"band":"ok","label":"Likely open","p_open":1,"p_active":0.602,"p_room":1,"age_days":4,"expected_fill_days":29,"reasons":["conf:3","stale_co","win:early"],"computed_at":"2026-11-11T05:49:22Z"},"pay":null,"html_url":"https://alion.io/job/mosaic-wellness-assistant-manager-cx-training-quality","json_url":"https://alion.io/job/mosaic-wellness-assistant-manager-cx-training-quality.json","meta":{"generated_at":"2026-11-11T13:01:47Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":23497,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-12T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3863073},"rest":"https://alion.io/mcp/rest/get_company?id=3863073"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmosaic-wellness-assistant-manager-cx-training-quality"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fmosaic-wellness-assistant-manager-cx-training-quality"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fmosaic-wellness-assistant-manager-cx-training-quality"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/mosaic-wellness-assistant-manager-cx-training-quality\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmosaic-wellness-assistant-manager-cx-training-quality"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3858660}},{"tool":"search_jobs","arguments":{"company":"mosaicwellness.in","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3858660},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}