Myntra jobs - Associate - Training Quality

Internal Role Title

Reports To

Manager -Training

Associate-Partner Trainer

Department

Contact Center(CC)

Role Type

Full Time

Function

Customer Service

Band

M1

Designation

Associate

Type

Individual Contributor

Location

Pune

Role Summary

Myntra Customer Service Operations is looking for a Contact Center Trainer and CX enthusiast to be part of the Level 1 Contact Center team in multiple locations. In this role, you will work proactively with cross functional teams and Liaison with our partner team to leverage technology-based solutions that improve ‘Quality and Training metrics and customer experience for business.

The role would require Subject Matter Expertise in managing the below:

Areas

Scope

Description

Channels

Inbound Contact Centre

Voice and Non-Voice: Phone, Chat, Email

Outbound Contact Centre

Call Me Back

New Age/ Digital

Website or mobile app-based self-care, BOTs (voice, non-voice), email, chat

Systems

Support systems

Knowledge Management Portal, Learning Management Portal, Micro learning Training Portal, Business Intelligence systems (SQL, BI tools etc.)

Functional

Training-Must Quality-Desired

Training delivery, Content creation. Train the trainer, Training need identification, Refresher planning and efficacy,

Quality audit methodologies, calibrations, dispute handling,

change management, dip checks

Stakeholders

Operations/Support

MIS, RTM, Quality, Knowledge Management, OPS

• Enable BPO Partner Success: This required collaboration with the partner to enable them to achieve the business impacting metrics
• Continuous Improvement: Work with business partners to standardize and scale specific business processes to maximize business growth by continuously working on refining business processes to improve efficiencies and
• Develop CX Solutions: Myntra Customer Service is continually You will work with external and other internal business partners to understand their business challenges and come up with appropriate solutions to those problems. These solutions will take advantage of a technology approach to minimize the manual labor in the recommended solution.
• The individual would have targets on Quality and Training metrics.. The individual would be responsible and be a point of escalation for any training, quality or process by the
• Stakeholder management: This role is expected to have a high degree of cross-functional stakeholder engagement across business teams, program/product teams and cross functional teams to benchmark best practices.

PERSONAL SPECIFICATIONS

Essential

DESIRED

Qualifications

A graduate in any discipline

Customer Service Experience

Have 8 + years of experience.

Technical skills

Awareness of Contact Centre Training

Proficient in MS Office (Excel, Word, Powerpoint)

ELearning and LMS tools

Excellent Facilitation skills

Coaching skills

Interviewing skills

Contact centre Quality experience

7 QC tools

Six sigma YB/GB/Lean certification

Sampling methodolgies

Gage R&R

Professional skills

Excellent communication (Verbal & Written)

Proficient with key service delivery metrics – Contact center

Well versed with creating Process Flow Charts and SOPs

Stakeholder Management(Internal & External)

Managed a team of trainers

Previous role related experience

Min. 4-8 years of overall work experience with at least 2-4 years of relevant experience

3-4 years within Ecommerce Industry

Domestic BPO Partner Management experience