Short Description- The role is to manage Quality & training part for the Airtel Payments Bank Call centers. Bring uniformity & compliance in the Quality & Training for all functions & sub functions of Customer Experience operations. Coordinate, governance & ensure compliance, with Business Partners associated with Airtel Payments Bank. Introduce new concepts of training & quality enhancement basis of Industry benchmarking.
1. Governance & compliance of Business partners.
2. Customer Experience operations standardization across all contact centre operations.
3. Case study management, process improvement initiatives, & projects on customer experience operations.
4. Training throughput & pipeline of resources across partners.
5. Planning OJT modules, training videos, new training concepts & compliance around the same.
6. Quality engagements across sites basis constant study & benchmarking.