Manager

HDFC ERGO General Insurance; Agra District; On-site; INR 500,000 - 750,000; Full time

Job summary

HDFC ERGO General Insurance seeks a Manager in Training and Quality to lead training design, onboarding, and refreshers for customer service staff, ensuring effective knowledge transfer and certification before live operations.

You will monitor quality, drive process improvements, manage a team of trainers and QA analysts, and publish MIS to leadership, aligning with operations and product updates.

Qualifications

• Lead the design and execution of process training, soft skills training, and product refreshers for new and existing customer service staff.
• Conduct Training Needs Analysis (TNA) based on performance trends, quality results, and feedback from operations.
• Ensure new hires receive effective onboarding, process knowledge, and certification before going live.

Responsibilities

• Oversee call/chat/email monitoring to ensure adherence to quality standards and process guidelines.
• Ensure sampling, scoring, and feedback processes are conducted consistently and within defined timelines.
• Identify error trends, non-compliance issues, and skill gaps; drive corrective actions with supervisors and team leaders.
• Improve First Call Resolution (FCR), accuracy, compliance adherence, and overall CX scores.

Skills

Graduate

Job description

Required Experience 2 - 4 years

Basic Section

New Job Title Manager

No. Of Openings 1

Grade M

Campus/Non Campus Non Campus

Employment Type Permanent

Organisational

Company HDFC ERGO General Insurance

Legal Entity HDFC ERGO General Insurance

SBU/ Channel DBG

Business Function Sales

Sub Function Inbound Sales

Cost Center DBG Inbound Sales

Cost Center Code 1662

Department Retail Business Group

Function DBG

Business Zone NA

Job Role QA

Country India

Region North

Branch Code 1312

Type of Office Corporate

Skills

Skill

Graduate

CERTIFICATION

Working Language

Job Description

• Lead the design and execution of process training, soft skills training, and product refreshers for new and existing customer service staff.
• Conduct Training Needs Analysis (TNA) based on performance trends, quality results, and feedback from operations.
• Ensure new hires receive effective onboarding, process knowledge, and certification before going live.
• Partner with operations and product teams to update training content whenever processes, systems, or policies change.

Quality Monitoring & Process Compliance

• Oversee call/chat/email monitoring to ensure adherence to quality standards and process guidelines.
• Ensure sampling, scoring, and feedback processes are conducted consistently and within defined timelines.
• Identify error trends, non?compliance issues, and skill gaps; drive corrective actions with supervisors and team leaders.
• Improve First Call Resolution (FCR), accuracy, compliance adherence, and overall CX scores.

Team Management

• Lead, coach, and manage a team of process trainers and quality analysts.
• Allocate workload, monitor performance, and review scorecards for the training and quality team.
• Build capability within the team through regular coaching, audits, and calibration sessions.

Process Improvement & Customer Experience

• Conduct RCA (Root Cause Analysis) for performance or quality gaps and drive action plans with operations.
• Implement process improvements that reduce errors, AHT, repeat calls, and customer complaints.
• Conduct regular calibration sessions with operations, vendor partners (if any), and leadership teams to ensure alignment on quality standards.

Performance Reporting

• Prepare and publish weekly and monthly MIS on training effectiveness, quality scores, error trends, and process compliance.
• Present insights to leadership and recommend actionable improvements.
• Maintain audit readiness through proper documentation, sample management, and corrective actions.