Upload Button Icon Add office photos
Engaged Employer

i

This company page is being actively managed by IntouchCX Team. If you also belong to the team, you can get access from here

IntouchCX Verified Tick

Compare button icon Compare button icon Compare
filter salaries All Filters

82 IntouchCX Jobs

Quality Assurance and Training Manager

3-8 years

Hyderabad / Secunderabad

1 vacancy

Quality Assurance and Training Manager

IntouchCX

posted 1mon ago

Job Description

About the Job
We are seeking a Quality Assurance / Training Manager to deliver extraordinary results for our clients. Working closely with multiple departments, this role is responsible for identifying areas of opportunity, developing solution plans, coaching team members and ensuring key metrics are achieved. We re looking for a leader who has the vision, experience and passion to contribute to our culture and the success of our clients.
As Quality Assurance/Training Manager, You Will
  • Proactively solicit and provide feedback by being honest and transparent
  • Plan, develop and implement comprehensive professional development and training plans
  • Promote an inclusive learning environment and facilitate staff meetings
  • Set and provide direction of new initiatives, opportunities and foster best in practicetraining and professional development
  • Provide coaching to global staff in quality assurance and training to support superior performance
  • Responsible for the effective selection, development, supervision, evaluation and training of direct reports
  • Perform routine audits and track call performance
  • Become the Subject Matter Expert (SME) and provide insight on behaviors, patterns, and quality compliance to the Operation Managers
  • Assist with or conduct training to keep the team updated on changes that may occur in information or procedures
  • Assign and monitor workload and performance of Trainers and Quality Analysts
  • Participate in calibration sessions and ensure Quality Analysts complete timely calibration evaluations
  • Address inconsistent scoring through coaching and assist with facilitation exercises, as assigned
  • Identify and document any training and/or quality performance issues and escalate them to the Operations Manager, as appropriate
  • Work with client and Operations Manager to perform corrective action
  • Deliver corrective disciplinary, up-skilling and coaching action as appropriate, and per company policy
As Quality Assurance/Training Manager, You Have
  • 3+ years of leadership experience, preferably in the customer service industry
  • Post-secondary education preferred
  • Demonstrated, progressive leadership and management skills, preferably in a contact center environment
  • Experience leading teams in a global capacity
  • Experience working in a fast paced environment across multiple locations globally
  • Strong verbal and written communication skills
  • Exceptional organizational and time management skills must be able to multitask and prioritize
  • Superior analytical skills, problem solving and decision making skills
  • Demonstrated understanding of adult learning principles and/or training methodologies (ILT, eLearning, etc.)
  • Understanding of continuous improvement plans
  • Good understanding of business acumen
  • Independent thinker
  • Excellent presentation skills

Employment Type: Full Time, Permanent

Read full job description

IntouchCX Interview Questions & Tips

Prepare for IntouchCX roles with real interview advice

Top IntouchCX Quality Assurance and Training Manager Interview Questions

Q1. What do you know about ecommerce?
Q2. What are the benefits of using ecommerce services rather than going to shopping/markets in person?
Q3. How important customers satisfaction means to you?
View all 56 questions

What people at IntouchCX are saying

Quality Assurance and Training Manager salary at IntouchCX

reported by 2 employees with 9-10 years exp.
₹9.4 L/yr - ₹12.1 L/yr
8% more than the average Quality Assurance and Training Manager Salary in India
View more details

What IntouchCX employees are saying about work life

based on 1.9k employees
52%
65%
69%
55%
Strict timing
Rotational Shift
No travel
Night Shift
View more insights

IntouchCX Benefits

Submitted by Company
Health Insurance
Job Training
Submitted by Employees
Free Transport
Job Training
Work From Home
Soft Skill Training
Cafeteria
Health Insurance +6 more
View more benefits

Compare IntouchCX with

Concentrix Corporation

3.8
Compare

Teleperformance

3.9
Compare

Foundever

3.6
Compare

Wipro

3.7
Compare

Genpact

3.8
Compare

TCS

3.7
Compare

HCLTech

3.5
Compare

Tech Mahindra

3.5
Compare

Infosys

3.6
Compare

Capgemini

3.7
Compare

iEnergizer

4.6
Compare

WNS

3.4
Compare

Infosys BPM

3.6
Compare

Conneqt Business Solutions

3.7
Compare

Quess

3.9
Compare

Omega Healthcare

3.7
Compare

R1 RCM

3.9
Compare

Conduent

3.5
Compare

IKS Health

3.6
Compare

Alldigi Tech

4.0
Compare

Similar Jobs for you

Program Manager at Amazon India Software Dev Centre Pvt Ltd

Hyderabad / Secunderabad

8-12 Yrs

₹ 10-14 LPA

Program Manager at Amazon India Software Dev Centre Pvt Ltd

Hyderabad / Secunderabad

8-12 Yrs

₹ 10-14 LPA

Quality Assurance Specialist at DIYguru

New Delhi, Pune

3-5 Yrs

₹ 6-8 LPA

Quality Assurance Subject Matter Expert at ADAAN DIGITAL SOLUTIONS PRIVATE LIMITED

New Delhi

2-7 Yrs

₹ 4-9 LPA

Senior Quality Assurance Engineer at Hitachi Energy

Bangalore / Bengaluru

4-7 Yrs

₹ 6-10 LPA

Project Manager at Hitachi Digital Services

Hyderabad / Secunderabad

6-10 Yrs

₹ 8-12 LPA

Training Head at Raddinas

Howrah

4-10 Yrs

₹ 6-12 LPA

Quality Assurance Analyst at INFOR

Hyderabad / Secunderabad

6-9 Yrs

₹ 13-14 LPA

Customer Service Coordinator at Wolters Kluwer - Medknow Publications

Kalyani, Pune

1-5 Yrs

₹ 5-8 LPA

Manager Quality Assurance at Modern metal cast

Sanand

5-10 Yrs

₹ 7-10 LPA

IntouchCX Hyderabad / Secunderabad Office Location

View all
Hyderabad/Secunderabad Office
4th & 5th Floor, Maximus Towers 2A RahejaMindspace IT Park, Hitech City Madhapur, Hyderabad Telangana, India – 500081 Hyderabad/Secunderabad
500081

Quality Assurance and Training Manager

3-8 Yrs

Hyderabad / Secunderabad

1mon ago·via naukri.com

Dialer Administrator

2-3 Yrs

Hyderabad / Secunderabad

13hr ago·via naukri.com

Dialer Configuration Manager

6-10 Yrs

Hyderabad / Secunderabad

13hr ago·via naukri.com

Hiring For Capacity Planner

1-5 Yrs

Hyderabad / Secunderabad

16hr ago·via naukri.com

Hiring Sr. RTA

2-6 Yrs

Hyderabad / Secunderabad

21hr ago·via naukri.com

Immediate For Business Analyst

1-3 Yrs

Hyderabad / Secunderabad

2d ago·via naukri.com

Hirring For HRBP/Sr. HRBP Executive | IntouchCX

1-6 Yrs

Bangalore / Bengaluru

2d ago·via naukri.com

International Voice Process

1-6 Yrs

Bangalore / Bengaluru

2d ago·via naukri.com

International Non voice | Email & Chat | Gaming Support

0-5 Yrs

₹ 2.25 - 4.5L/yr

Bangalore / Bengaluru

2d ago·via naukri.com

Immediate Hiring For Resource Planner

1-4 Yrs

Hyderabad / Secunderabad

4d ago·via naukri.com

Recently Viewed

SALARIES

Aurobindo Pharma

REVIEWS

Mahindra Logistics

No Reviews

REVIEWS

Mahindra Logistics

No Reviews

JOBS

SMFG India Credit

No Jobs

REVIEWS

Mahindra Logistics

No Reviews

REVIEWS

Mahindra Logistics

No Reviews

REVIEWS

Aurobindo Pharma

No Reviews

SALARIES

Aurobindo Pharma

SALARIES

SMFG India Credit

JOBS

Amazon

No Jobs

write
Share an Interview
How was your last interview experience?
Rate your experience using AmbitionBox
Terrible
Terrible
Poor
Poor
Average
Average
Good
Good
Excellent
Excellent