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5 The Orange Health Jobs
Assistant Manager - Learning & Development
2-4 years
Bangalore / Bengaluru
1 vacancy
Assistant Manager - Learning & Development
The Orange Health
posted 5hr ago
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Key skills for the job
Job Description
About the company:
- Orange Health is an on-demand diagnostics service for Indian consumers, enabling convenience, reliability and overall better healthcare outcomes.
- We are building Orange Health to become the infrastructure of remote healthcare in India, starting with making diagnostics on-demand.
- The founders Dhruv Gupta and Tarun Bhambra have 15+ years of combined healthcare experience and have together built a profitable health-tech business, serving 100m+ user.
- Our vision is supported by high-quality investors like Accel, General Catalyst, Y Combinator, along with marquee healthcare and global investors.
Job Description:
- We are seeking an experienced Process Trainer to join our CRM Support Team.
- The ideal candidate will have a strong background in Customer Experience (CX) service and a proven track record in delivering high-impact training on quality, communication, product and processes.
- You will play a critical role in developing, delivering, and evaluating training programs aimed at enhancing team performance and customer service excellence.
Key Responsibilities:
Training Delivery:
- Deliver comprehensive training programs covering CRM processes, quality standards, communication skills, and customer interaction protocols.
- Conduct both classroom and virtual training sessions to new hires and tenured agents, ensuring content is engaging and tailored to different learning styles.
Content Development:
- Develop and continuously update training content, materials, and documentation based on process updates, customer feedback, and performance metrics.
- Collaborate with subject matter experts (SMEs) to ensure the accuracy and relevance of training content.
Assessments and Evaluation:
- Create and administer assessments (quizzes, role-plays, simulations) to evaluate trainee understanding and application of processes.
- Provide constructive feedback and coaching to agents based on assessment results and individual performance.
- Track and analyze training effectiveness through post-training assessments, agent performance data, and quality audits.
Quality and Process Improvement:
- Monitor quality and performance metrics of the CRM support team and identify skill gaps.
- Work closely with operations to align training programs with quality benchmarks and CX goals.
- Continuously identify opportunities to improve training materials and delivery methods.
Mentorship and Ongoing Development:
- Provide one-on-one coaching and feedback sessions to support the continuous development of team members.
- Assist in onboarding new hires and ensure a smooth transition to full performance.
Stakeholder Management:
- Collaborate with team leaders and operations teams to align training initiatives with business goals.
- Present training outcomes, progress reports, and recommendations for further training interventions to manager
Key Requirements:
- Experience:
Minimum 3-5 years of experience in a similar training role within the Customer Experience (CX) domain, preferably with top companies known for customer service excellence (e.g., Amazon, Swiggy, Flipkart).
- Expertise in Training: Proven experience in conducting training on customer service quality, communication, and process adherence.
- Assessment Skills: Ability to create effective assessments and use data to measure training effectiveness and identify areas for improvement.
- Content Development: Strong experience in designing and developing training content that addresses process, quality, and communication.
- Communication Skills: Exceptional verbal and written communication skills with the ability to train and coach others.
- Tools: Proficiency in using Learning Management Systems (LMS), assessment platforms, and reporting tools.
- Customer-Centric Mindset: Deep understanding of CRM processes and customer interaction best practices.
Preferred Qualification
- Experience working in fast-paced CRM support environments.
- Certifications in Training and Development, Quality Assurance, or Prove Improvement.
- Familiarity with digital tools for training delivery and quality audits.
- Knowledge of healthcare terminology a plus.
Employment Type: Full Time, Permanent
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