Assistant Manager- Development & Quality

River; Bengaluru; On-site; INR 810,000 - 990,000; Full time

Job summary

River Bengaluru seeks an experienced Quality Assurance & Training Leader to design onboarding programs, drive continuous learning, and elevate customer service outcomes.

You will lead QA frameworks, coach trainers, and partner with Operations to improve metrics such as CSAT and FCR, while leveraging playbooks, LMS, and data analytics to demonstrate ROI.

Qualifications

• Experience: 4+ years in Customer Service/Support ops with 2+ years in Training or QA roles.
• Tools & Technology: Proficiency with CRMs (Salesforce, Zendesk, Freshdesk).
• QA software and LMS: Playvox, MaestroQA, Klaus and learning management systems.
• Analytical Power: Strong data fluency and ability to pivot data in Excel/Sheets.
• Communication Mastery: Excellent verbal, written, and presentation skills.

Responsibilities

• Development & Training: Onboarding & nesting for new customer care reps to production.
• Continuous Learning: Identify skill gaps and design refresher training, product updates, and compliance modules.
• Instructional Design: Create training collateral, e-learning modules, quizzes, and role-play scenarios.
• Effectiveness Tracking: Measure ROI and KPIs post-training (e.g., TTF, FCR).
• QA Framework Management: Overhaul and maintain quality evaluation for Voice, Email, Chat, Social.
• Auditing & Calibration: Conduct case audits and calibration sessions to ensure scoring consistency.
• Root Cause Analysis: Investigate escalations and low CSAT/NPS to drive corrective actions.
• Feedback Loop: Translate QA insights into coaching interventions.
• Leadership & Team Management: Direct supervision of Quality Analysts/Trainers; KPI setting and mentoring.
• Stakeholder Collaboration: Align training and quality goals with Operations.
• Reporting: Present weekly/monthly training and quality metrics to leadership.

Skills

Customer service operations

Training leadership

Quality assurance

Leadership and team management

Stakeholder collaboration

Reporting and analytics

Communication skills

Tools

Salesforce

Zendesk

Freshdesk

Playvox

MaestroQA

Klaus

LMS

Job description

• Development & Training (D&T)Onboarding & Nesting: Design, update, and deliver comprehensive onboarding programs for new customer care representatives to ensure a seamless transition into production.
• Continuous Learning: Identify skill gaps and design ongoing refresher training, product updates, soft skills workshops, and compliance modules.
• Instructional Design: Create engaging training collateral, including playbook manuals, e-learning modules, quizzes, and role-play scenarios.
• Effectiveness Tracking: Measure the ROI of training initiatives by tracking key performance metrics (e.g., Time-to-Fluency, First Contact Resolution) post-training.
• Internal Quality Assurance (QA)-QA Framework Management: Overhaul and maintain the quality evaluation framework for all customer touchpoints (Voice, Email, Chat, Social Media).
• Auditing & Calibration: Conduct regular case audits and lead weekly/monthly calibration sessions with Team Leads and QA analysts to eliminate bias and ensure scoring consistency.
• Root Cause Analysis (RCA): Deep-dive into customer escalations, low CSAT/NPS scores, and bottom-quartile agent performance to uncover systemic issues and build corrective action plans.
• Feedback Loop: Bridge the gap between Quality and Training by turning QA insights into immediate, actionable coaching interventions.
• Leadership & Team Management-Team Supervision: Direct line management of Quality Analysts and/or Trainers, setting clear KPIs, providing mentorship, and managing their career development.
• Stakeholder Collaboration: Partner closely with Operations Managers and Team Leads to align training and quality goals with overall business objectives.
• Reporting: Present weekly and monthly Training & Quality metrics to senior leadership, highlighting trends, achievements, and areas of concern.

Ideal Candidate:

• Experience: 4+ years of experience in Customer Service/Support operations, with at least 2 years in a dedicated Training or Quality Assurance role (e.g., Senior Trainer, QA Lead, or Associate AM).
• Tools & Technology: * Proficiency with CRMs (e.g., Salesforce, Zendesk, Freshdesk).
• Experience with QA software (e.g., Playvox, MaestroQA, Klaus) and Learning Management Systems (LMS).
• Analytical Power: Strong data fluency. You should be comfortable pivoting data in Excel/Sheets to find the "why" behind the numbers.
• Communication Mastery: Exceptional verbal, written, and presentation skills. You can explain complex policies simply and deliver constructive feedback gracefully.