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QA - Clinical trials

6.00 to 9.00 Years   Mumbai City   22 Dec, 2022
Acme Services Private Limited
Job LocationMumbai City
EducationNot Mentioned
SalaryNot Disclosed
IndustryBanking / Financial Services
Functional AreaTesting
EmploymentTypeFull-time

Job Description

    Dear Candidate,We are hiring forQA - Clinical trialsJob DescriptionRoles and ResponsibilitiesKey Responsibilities:Plan & execute strategy for Training & Quality function to achieve the orgs customerexperience goals.Define Quality & Training model for achieving operational excellence that ensures weprovide a seamless customer experience across all stages and touchpoints in a customerjourneyDevelop, implement, and maintain a quality & training program.Define a framework for measuring the performance of customer-facing teams and definequality/training SLAs & governance.Identify gaps in team performance via random quality checks and drive initiatives to improvequality and efficiency.Benchmark, measure and improve processes and quality & training metrics for support andoperations teams.Maintain SOPs, conduct periodic reviews, and coordinate initiation/revision of processes asnecessary.Work with a cross-functional team in various business units to drive initiatives end-to-endand co-create programs/plans.Evaluate the effectiveness of training modules, workshops etc and recommend/implementimprovements.Be the proponent of customer experience across the org - drive cross-functional quality andtraining initiatives to improve customer experience through process changes, productdevelopment, other new initiatives.Be in the know of the latest industry developments, CX best practices, quality tools, training,LMS, Auditing platform and recommend strategies for continuous improvement.Manage Team Scorecard based on OKR, prepare & report data for monthly meetings,reviews etc.Monitor inbound and outbound calls, emails and live chat responses to assess the theassociates demeanour, technical accuracy, customer service performance, and conformityto company policies and procedures.Key Responsibilities:8+ years of experience in Quality, Training and customer excellence rolesStrong experience in Quality excellence, customer success, customer research and analyticstechniques, process improvement, quality assurance, training, LMS and adult learningsExcellent communication, management, interpersonal and leadership skills required withproblem-solving abilityAn ability to work in a fast-paced environmentProficient in MS Office and call center equipment/software programs (Zoho CRM)Highly effective cross-functional team managementBenefits & Perks:Highly competitive salary & commensurate to experienceMedical Insurance for self & familyGroup Life & Personal Accident Insurance

Keyskills :
training managementqa testing

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