Training Head Requirement with a leading Telecom Company.

Pl mail your Cv to rajesh@topgearconsultants.com if
you find the below requirement matching your
profile....
Job family:Quality & Training-
Reports to:Customer Service-GM
Reportees:Trainers, Quality Analysts (4-5
reportees)
Sub Function:
Quality & Training
Function :
Customer Service

:
Position Summary
Performs work in the areas of training needs
assessment, training delivery, training
effectiveness and training support. The job role also
involves ensuring targeted score in internal &
external audits, analysis of audits, feedback to
respective CS executives & Team Leaders and
identification of training needs based on audits &
CSAT Survey. Initiates activities to bring quality
consciousness amongst the frontline agents, creates
appropriate training calendar, creates and updates
appropriate & accurate training content, ensures 100%
induction training for new recruits at Client Shops,
Call Center Staff, Customer Service agencies and
verification
agencies.

Stabilizes the e-learning process and creates
training MIS report formats as well as
processes for maintaining it.

Key Result Areas
? Quality of internal & external Audits.
? Process improvement.
? Training needs assessment.
? Training delivery.
? Training effectiveness.
? Training support.

Key Functions & Responsibilities
? Ensures at least two internal audits per month per
agent for Client Shops and Call Center.
? Ensures smooth coordination for external audits.
? Carries out analysis of audit findings and
communicates feedback to the respective
Customer Service executives and Team Leaders.
? Identifies training needs based on audits & CSAT
survey.
? Spearheads activities that can help bring about
?Quality consciousness? amongst the
frontline agents.
? Stabilizes process for voice audits at Client Shops.
? Initiates audit mechanism for other customer touch
points such as outbound calling sets up and Agency
FOS.
? Ensures exposure to self to best quality management
practices in service industry.
? Identifies training needs for all customer touch
points in Customer Service and carries out
Refreshers programs based only on them.
? Creates and updates accurate & appropriate training
content.
? Creates appropriate Training Calendar to be
available at any point in time.
? Maintains Training MIS and provides accurate &
timely reports.
? Ensures 100% Induction Training for new recruits at
Client Shops, Call Center Staff, Customer
Service Agencies and Verification Agencies.
? Ensures Refreshers based on Training Needs
Assessment for all Client Shops, Call Center,
Customer Service Agency and verification agency
personnel.
? Conducts Refreshers for front-liners of Sales &
Marketing (S&M) and Billing & Collection
(B&C) as per the Annual Plan.
? Achieves 100% certified Collection agency staff.
? Ensures that Internal Quality Score of trainees is
70% or more.
? Ensures that the Product Quiz Scores after training
are 80% or more.
Confidential Job Descriptions 183
? Ensures that number of candidates who get certified
after training should be 80% or more.
? Creates a documented Training Needs Assessment
process for Induction and Refreshers.
? Stabilizes the e-learning process and creates
Training MIS Report formats as well as a
process for maintaining it.
? Ensures self-development through exposure to best
training practices (tools & techniques)
in the service industry.
Interactions (Internal & External)
Internal
? Call Center/ Client Shops: Frequent interaction with
Call Center/Client Shops to provide
Induction Training to the new recruits, for
issues/concerns related to training, Certification
and productivity/efficiency of Call Center & Client
Shops recruits.
? Zonal Customer Service Heads: Regular interaction
with Zonal Customer Service Heads to
get their requirements for training or to give them
feedback/inputs on customer responses.
? Retention & Relations Head: Constant interaction
with Retention & Relations Head to
conduct training for Outsourced Agencies.
? Billing & Collection: Frequent interaction with
Billing & Collection Department to conduct
Training & Certification programs for FOS,
tele-callers, collection agency agents etc.
? Sales & Marketing: Periodic interaction with Sales &
Marketing to conduct refreshers for
front liners.
? HR Department: Periodic interactions with Human
Resources Department for issues like
recruitment etc.
External
Confidential Job Descriptions 184
Qualifications & Experience
? Graduation/Masters Degree.
? Minimum 8 ? 12 years of experience, preferably in
the service industry.
Knowledge & Skills
Essential
Behavioral skills
? Excellent communication skills.
? Good interpersonal skills.
? Creative & Innovative.
? Learning ability.
Technical skills
? Good understanding of the business/telecom industry.
? Excellent knowledge of the latest training
techniques and tools in the service industry.