Associate - Training & Quality

Pune

Internal Role Title

Reports To

Manager -Training

Associate-Partner Trainer

Department

Contact Center(CC)

Role Type

Full Time

Function

Customer Service

Band

M1

Designation

Associate

Type

Individual Contributor

Location

Pune

 
   

 

 

Role Summary:

 

Myntra Customer Service Operations is looking for a Contact Center Trainer and CX enthusiast to be part of the Level 1 Contact Center team in multiple locations. In this role, you will work proactively with cross functional teams and Liaison with our partner team to leverage technology-based solutions that improve ‘Quality and Training metrics and customer experience for business.

The role would require Subject Matter Expertise in managing the below:

 

Areas

Scope

Description

 

 

Channels

Inbound Contact Centre

Voice and Non-Voice: Phone, Chat, Email

Outbound Contact Centre

Call Me Back

New Age/ Digital

Website or mobile app-based self-care, BOTs (voice, non-voice), email, chat

 

Systems

 

Support systems

Knowledge Management Portal, Learning Management Portal, Micro learning Training Portal, Business Intelligence systems (SQL, BI tools etc.)

 

Functional

 

Training-Must Quality-Desired

Training delivery, Content creation. Train the trainer, Training need identification, Refresher planning and efficacy,

Quality audit methodologies, calibrations, dispute handling,

change management, dip checks

Stakeholders

 

Operations/Support

 

MIS, RTM, Quality, Knowledge Management, OPS

 

  1. Enable BPO Partner Success: This required collaboration with the partner to enable them to achieve the business impacting metrics
  2. Continuous Improvement: Work with business partners to standardize and scale specific business processes to maximize business growth by continuously working on refining business processes to improve efficiencies and
  3. Develop CX Solutions: Myntra Customer Service is continually You will work with external and other internal business partners to understand their business challenges and come up with appropriate solutions to those problems. These solutions will take advantage of a technology approach to minimize the manual labor in the recommended solution.
  4. The individual would have targets on Quality and Training metrics.. The individual would be responsible and be a point of escalation for any training, quality or process by the
  5. Stakeholder management: This role is expected to have a high degree of cross-functional stakeholder engagement across business teams, program/product teams and cross functional teams to benchmark best practices.

 

 

 

 

PERSONAL SPECIFICATIONS

 

 

ESSENTIAL

DESIRED

 

Qualifications

·       A graduate in any discipline

·       Customer Service Experience

·       Have 8 + years of experience.

 

Technical skills

·       Awareness of Contact Centre Training

·       Proficient in MS Office (Excel, Word, Powerpoint)

·       ELearning and LMS tools

·       Excellent Facilitation skills

·       Coaching skills

·       Interviewing skills

·       Contact centre Quality experience

·       7 QC tools

·       Six sigma YB/GB/Lean certification

·       Sampling methodolgies

·       Gage R&R

 

Professional skills

·       Excellent communication (Verbal & Written)

·       Proficient with key service delivery metrics – Contact center

·       Well versed with creating Process Flow Charts and SOPs

·       Stakeholder Management(Internal & External)

Managed a team of trainers

 

Previous role related experience

·       Min. 4-8 years of overall work experience with at least 2-4 years of relevant experience

·       3-4 years within Ecommerce Industry

·       Domestic BPO Partner Management experience

 

Principal Accountabilities & Responsibilities

R

Responsible” The Doer” - The individual(s) who actually does the job. The degree of responsibility is defined by the accountable person. Responsibilities can be shared.

A

Accountable “The Buck Stops Here” - The individual who is ultimately accountable - their neck is on the line if the job isn’t done! They have the power of veto. Only one ‘A’ can be assigned to an activity or decision. They can delegate the ‘R’ (or choose to do

them)

C

Consulted “In the Loop” - The individual(s) who need to be consulted prior to a final decision or action being taken. This is TWO-WAY communication. Consulted may not have a direct part in the task but is impacted by its completion. Their input may be necessary.