Myntra jobs - Associate - Training Quality

Associate - Training Quality

Myntra
experience 0 to 3 Years
salary Salary not disclosed
qualification
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Posted: 1 Month ago
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Job Description

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

  • VIEW MORE

    Job Particulars

    Role HR
    Job TypeApprenticeship
    Hiring Process Face to Face Interview

    About Company

    Myntra
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    Myntra recruiting Associate - Training Quality Experienced(0 to 3 Years) candidates candidates nearby Pune,.Myntra vacancies for Associate - Training Quality is recruited through Written-test, Face to Face Interview etc.
    Myntra Company recruits a lot of Experienced(0 to 3 Years) candidates candidates every year based on the skills . The candidates with Diploma, B.Com, M.Com, BBA/BBM, BCA, BE/B.Tech, MBA/PGDM, BSc, MCA, ME/M.Tech, MS, MSc, PG Diploma, 12th Pass (HSE) are selected to full fill the vacancies in HR job field. The candidates nearby Pune, can apply for Associate - Training Quality position in Myntra. All candidates should have a degree or post-graduation in the required field based on the requirement mentioned. The jobs are available in Full Time basis. When it comes to the Myntra recruitment, candidates are mostly chosen for the department of HR . To learn more about the current jobs and other details, it is better to go through official site of Myntra and Teamlease.com. Find the latest jobs near you and near your home. So, that you don’t need to relocate. The Teamlease.com is a leading employment portal that researches the official site of Myntra and provides all the details about the current vacancies, the application process, selection process, interview test details, important dates and other information. Search and apply for the top job positions in Myntra and near your city and get a secured career.