Assistant Manager Quality & Training

Snabbit; Bengaluru; On-site; INR 1,200,000 - 2,100,000; Full time

Job summary

Snabbit is seeking a Quality & Training leader in Bengaluru to drive performance for QA Analysts and Trainers, partner with CX/Operations, and oversee metrics like CSAT, FCR, and AHT. You will manage AI-driven quality tools, develop QEFs/SOPs, and lead calibration sessions to ensure consistent evaluations across channels.

Strong RCA, Excel skills, and bilingual communication are essential. You will plan onboarding, develop training content, and deliver targeted refresher programs to improve

Qualifications

• Experience leading Quality & Training teams in BPO or startup environments.
• Experience with AI-assisted quality tools and analytics.
• Strong RCA techniques such as Fishbone and 5 Whys with Excel/Sheets dashboards.
• Excellent English and Hindi communication with stakeholder management.
• Bachelor’s degree or equivalent practical experience.

Responsibilities

• Lead, mentor, and drive performance for Quality & Training teams (QA Analysts and Trainers).
• Partner with CX and Operations to align strategies with business objectives.
• Track and report CSAT, FCR, AHT, audit accuracy, and escalation rates.
• Drive governance and coaching with action plans and reviews.
• Manage AI-driven quality audit platforms and improve audit coverage (>85%).
• Design and update QEFs and SOPs for Voice, Chat, and Email channels.
• Drive AHT and efficiency through coaching and RCA without reducing resolution quality.
• Calibration sessions with Operations, Managers, and Trainers to ensure consistency.
• Establish feedback loops, agent improvement plans, and post-coaching tracking.

Skills

AI‑Assisted Quality Tools

Data Analytics

Root Cause Analysis

Audit Governance

Efficiency Management

Instructional Design

Adult Learning

Content Creation

Performance Coaching

Excel/Sheets

Education

Bachelor's degree

Tools

AI Quality Platforms

Transcript Auditing

Prompt Optimization

Dashboarding

CRM/Ticketing

Job description

Role & responsibilities

Quality & Operations Leadership

• Lead, mentor, and drive performance for the Quality & Training team, including QA Analysts and Trainers.
• Partner with CX and Operations leadership to align Quality and Training strategies with business objectives.
• Track, analyse, and report key operational metrics including CSAT, FCR, AHT, audit accuracy, and escalation rates.
• Drive a culture of continuous improvement through structured governance, reviews, coaching, and action plans.

Quality Assurance & Analytics

• Manage and optimise AI-driven quality audit platforms and automated audit mechanisms to improve audit coverage and maintain high audit accuracy (>85%).
• Design, implement, and continuously update Quality Evaluation Formats (QEFs) and SOP guidelines for Voice, Chat, and Email channels.
• Drive AHT and efficiency improvement through targeted coaching, audit insights, and Root Cause Analysis (RCA), without compromising resolution quality.
• Conduct regular internal and cross-functional calibration sessions with Operations, Operations Managers, and Trainers to ensure consistent evaluations.
• Establish a structured feedback mechanism, create agent-level improvement plans, and track post-coaching performance progression.

Learning & Development (Training)

• Plan, execute, and govern end-to‑end onboarding training waves for new advisors covering product features, application workflows, soft skills, and SOPs.
• Manage agent readiness, including user ID creation, role provisioning, and required platform/tool access before classroom and Nesting phases.
• Develop and maintain training modules, SOPs, knowledge‑base articles, assessment frameworks, and visual learning content.
• Identify process gaps, repeated advisor errors, and product/process updates to launch targeted refresher and upskilling programs.
• Ensure high training throughput, minimal batch leakage, and strong Nesting/OJT readiness before handover to Operations.

Performance, Governance & Continuous Improvement

• Use audit and operational data to identify trends, recurring defects, and improvement opportunities.
• Drive structured RCA using methods such as Fishbone and 5 Whys and convert findings into actionable improvement plans.
• Monitor training effectiveness through assessments, nesting performance, quality scores, and post‑training performance trends.
• Ensure timely implementation of SOP, product, process, and policy updates across the training and quality ecosystem.
• Maintain strong governance on audit processes, scoring methodologies, calibration, and fatal‑error definitions across Voice and Non‑Voice channels.

Core Skill Set Requirements

A. Quality Assurance Skill Set

• AI‑Assisted Quality Tools: Hands‑on experience with AI‑based quality audit and analytics platforms, automated transcript auditing, and prompt/rule optimisation.
• Data Analytics & RCA: Strong command of Root Cause Analysis techniques such as Fishbone and 5 Whys, with advanced Excel/Google Sheets dashboarding.
• Audit Governance: Strong understanding of transaction monitoring frameworks, scoring methodologies, and fatal‑error definitions across Voice and Non‑Voice channels.
• Efficiency Management: Proven ability to improve AHT and FCR through data‑backed quality interventions and coaching.

B. Training & Development Skill Set

• Instructional & Wave Planning: Ability to structure onboarding waves, daily learning agendas, assessments, tool‑access readiness workflows, and nesting gate criteria.
• Adult Learning Principles: Ability to facilitate engaging classroom and virtual sessions using interactive learning techniques and real‑world scenarios.
• Content Creation: Strong capability in creating clear SOP documentation, visual training guides, assessments, and evaluation quizzes.
• Performance Coaching: Ability to diagnose skill vs. will gaps and provide actionable, constructive feedback that drives behavioural change.

Preferred candidate profile

• 47 years of total experience in BPO, Customer Experience, Quality, Training, or high‑growth startup environments, with at least 2–3 years in a Quality & Training leadership or blended role.
• Bachelor’s degree in any discipline, or equivalent practical experience.
• Advanced proficiency in Microsoft Excel / Google Sheets, CX ticketing systems, and AI Quality Management tools.
• Excellent verbal and written communication skills in English and Hindi, with strong stakeholder management capability.