TM-Training & Quality Lead-CEC-Thane

Job description

**Key Result Areas** **Supporting Actions** Strategic Leadership - Define and execute a long-term strategic roadmap for training and quality, aligned with the organization’s vision for superior customer experience. - Drive the adoption of AI and digital innovations to future-proof training and quality initiatives while enhancing scalability and efficiency. - - Partner with senior leadership to identify opportunities for leveraging training and quality to achieve competitive advantage. Training Ecosystem Transformation - Re-imagine training methodologies to enable rapid skill acquisition and retention, embedding Generative AI tools for dynamic, personalized learning journeys. - Design leadership and succession training programs to prepare the next generation of customer service leaders. - Ensure training programs align with evolving customer expectations, market dynamics, and organizational goals. Critical will be front-end training for multi LoB agents Quality Assurance as a Business Enabler - Develop a next-generation quality assurance strategy with measurements that proactively monitor and improve customer interactions across all touchpoints (Contact centre, Branch, etc). - Utilize AI-driven analytics to uncover insights into customer behavior, service gaps, and improvement opportunities, such as repeat reduction and increased self-service utilization. - Champion a customer-first mindset by embedding quality metrics into the organization’s & partner's key performance indicators (KPIs). Innovation and Technology Integration - Spearhead the integration of AI and Generative AI to automate and enhance training content creation, real-time performance feedback, and process optimization. - Evaluate and implement cutting-edge technologies, including voice analytics, sentiment analysis, and simulation tools, to elevate training and quality functions. - - Lead the exploration of innovative solutions to improve customer satisfaction and loyalty. Communication Strategy - Develop and implement a robust internal and external communication strategy to ensure alignment across all levels of the organization. - Create effective communication frameworks to disseminate training goals, quality updates, and performance metrics to stakeholders. - Foster a culture of transparency and collaboration by ensuring consistent, clear, and targeted communication across teams. - Collaborate with marketing and leadership teams to communicate key milestones and outcomes from training and quality initiatives. Cross-Functional Collaboration - Collaborate with key business units, including operations, technology, and customer experience teams, to align training and quality initiatives with broader organizational goals. - Act as a trusted advisor to leadership, providing strategic insights on training ROI, quality improvements, and customer-centric innovations. Data-Driven Decision Making - Build a data-centric culture within the training and quality function, leveraging metrics to measure effectiveness, identify gaps, and prioritize initiatives. - Create executive dashboards to report on key achievements, risks, and recommendations for sustained improvements. - Use predictive analytics to anticipate customer needs and train teams for future challenges. Stakeholder and Partner Management - Build and maintain strong relationships with internal stakeholders, including senior leadership, operations, technology, and customer experience teams, to ensure alignment of goals and seamless execution. - Collaborate with external partners, vendors, and technology providers to deliver innovative and cost-effective training and quality solutions. - Negotiate and manage contracts with service providers, ensuring accountability and adherence to performance metrics. - Act as a liaison between business units to integrate feedback and insights into training and quality strategies.