Training & Quality Mgr-VRM

Chandigarh News; Chandigarh; On-site; INR 600,000 - 800,000; Full time

Job summary

Chandigarh News seeks a Manager of Virtual Relationship Management (VRM) to train and develop VRM staff, drive quality, and enhance customer engagement. The role focuses on new hire and refresher training, call monitoring, and continuous improvement through analytics and feedback.

The incumbent will lead quality standards, maintain knowledge on processes, motivate staff, and collaborate with VRMs, supervisors, and regional teams to achieve service excellence.

Qualifications

• Experience in managing VRM training programs and quality assurance.
• Ability to monitor and improve customer engagement and service delivery.
• Familiarity with CRM and call quality analysis.
• Strong leadership and performance coaching abilities.

Responsibilities

• New Hire Training: complete induction and on-the-job training; conduct mock sessions; certify RM within 30–60 days.
• Refresher Training: daily huddles; weekly refreshers; retrain underperforming VRMs; raise test scores.
• Call Monitoring and Feedback: monitor calls; provide documented feedback; run weekly meetings to address training needs.
• Quality Standards and Calibration: align VRM/PB quality standards; measure gaps; achieve interaction quality benchmarks.
• Knowledge Management: keep product/process knowledge up-to-date; ensure readings on E Process.
• Staff Motivation: recognize top performers; update topper boards; promote best practices.
• Analytics and Reporting: analyse call observations and CRM audits; identify erroring VRMs; monitor call patterns.

Skills

Training delivery

Quality monitoring

Relationship management

Analytical skills

Team motivation

Education

Graduate degree (any discipline)

Job description

Job Title

Manager - Virtual Relationship Management (VRM)

Business Unit

Training & Quality

Reporting To

Unit Head

Job Function and Role Type

Training and Quality Management - Corporate Sales

Version No

[Not provided]

Job Purpose

Train and develop VRM staff to ensure high-quality customer engagement, sales, and service delivery. Drive performance improvement through innovative training methods and continuous quality monitoring.

Key Responsibilities

New Hire Training

Complete induction and on-the-job training for VRM staff.

Conduct mock sessions to assess knowledge levels.

Ensure RM certification within 30 days and NISM/IRDA certification within 60 days.

Refresher Training

Conduct daily huddles and weekly refresher sessions.

Re-train underperforming VRMs in service and sales.

Improve test scores of below-average team members.

Call Monitoring and Feedback

Monitor calls to ensure high-quality pitches and relationship building.

Provide documented feedback and conduct mock calls for improvement.

Hold weekly meetings with team leaders to address training needs.

Quality Standards and Calibration

Align quality standards for VRM and PB staff.

Measure service delivery gaps and recommend improvements.

Achieve benchmark scores for interaction quality.

Knowledge Management

Maintain up-to-date knowledge of products and processes.

Ensure timely completion of chapter readings on E Process.

Staff Motivation

Recognize achievers in sales and service to boost morale.

Update topper boards and encourage performance through best practices.

Analytics and Reporting

Analyze call observations and CRM audits for quality improvement.

Identify top erroring VRMs and address gaps in performance.

Monitor short call patterns and analyze spikes in contact activity.

Education:

Graduate degree in any discipline.

Certifications:

NISM, IRDA, AMFI.

Key Competencies

Training delivery, quality monitoring, relationship management, analytical skills, team motivation.

Major Stakeholders

VRMs, supervisors, unit heads, regional training teams, product teams, IT teams.

Required Skills

Refer to the Job Description