Training <ul><li>To manage end-to-end soft skills and process training batches for new hires</li><li>Must have exposure on conducting sessions on soft skills, process/ product and system training</li><li>Must ensure successful clearance of agents from training phase during certification</li><li>Exposure to Training Operations and stakeholder management</li><li>Co-ordinate with various departments for support for successful completion of batch</li><li>Conducting refreshers on floor basis audit output on monthly basis</li><li>Conducting upskill batches as and when required</li><li>Creation of TNI to design monthly training calendars</li><li>MIS and reporting of Training with findings (Daily/ Monthly/ Weekly) to Operations</li></ul><div>Quality <ul><li>Monitoring and Evaluation of calls / emails and Social media interactions for agents</li><li>Improvement of calls (inbound / Outbound), and email quality made by agents</li><li>Identifying and addressing potential customer interaction issues</li><li>Highlighting areas of risk within processes which can create customer dissatisfaction</li><li>Define Training Need analysis and evaluate refresher trainings</li><li>Innovation to enhance customer satisfaction and ensure maximum first call resolutions</li><li>Improvement of team's overall quality performance</li><li>MIS and reporting of Quality with findings (Daily/ Monthly/ Weekly) to Operations</li></ul></div>

The candidate will have to handle a team of 40 to 50 agents and monitor their calls, emails and chats and conduct training sessions.

Minimum 2 to 3 years of experience in conducting training and quality checks for the Blended process

Customer Care

BPO / ITES

English

Nykaa.com is a premier online beauty and wellness destination. It offers beauty and wellness products for men and women at best prices. The products are 100 percent genuine and authentic, sourced directly from the brands. Visit Nykaa for a hassle-free shopping experience, the virtual makeover tool, beauty advice and assistance on the phone, free expert advice and articles on beauty trends and tutorials and celebrity looks. You have the option of paying via Cash on Delivery, Debit Card, Credit Card and Net Banking processed through secure and trusted gateways. Now it.s easy to shop for makeup, skincare, hair, bath and body, fragrances, herbal, wellness, mom and baby, and gift products on Nykaa. Avail of some great offers on beauty and wellness products as well. Nykaa also offers free home delivery for many brands. Browse through leading brands such as Ponds, Dove , Gillette, Johnson &amp; Johnson, L.Oreal, Garnier, Maybelline, Colorbar, Lakme, Revlon, NYX Professional Makeup, Sally Hansen, Khadi Natural, Himalaya Herbals , Fabindia, Vichy, Dermalogica, Sebamed, Tresemme, Paul Mitchell, TIGI, H20+, Schwarzkopf, Thalgo, Bath &amp; Body works, Victoria.s Secret, Playboy, Nautica, Esprit, Jaguar, Jovan, Axe, Park Avenue, Natrol, Nature's Bounty, Braun, Remington, Elchim,Avene ,Bioderma,Ducray. Let Nykaa make your beauty and wellness online shopping experience even better!

Sr. Executive - Training and Quality

Job description