Company Overview

VCATCH works on Six-Sigma standards backed by its core management team who carries decades of experience in the BPO industry. We have enhanced our services towards various other industries such as Ed-tech, e-commerce, FMCG, aggregators, and real-estate builders. With state-of-the-art technology and infrastructure, we provide cost-effective call center services in Bangalore, helping you experience growth in ROI. VCATCH has 51-200 employees and is headquartered in Bangalore. Visit us at vcatch.in.

Job Overview

We are looking for a Training and Quality Manager at VCATCH. This is a full-time, contract position located in Delhi, New Delhi. The ideal candidate should have 1 to 3 years of work experience and will hold a junior position within our company. The role focuses on ensuring high-quality training and operational standards.

Qualifications and Skills

• Minimum of 1 year and maximum of 3 years work experience in a relevant field.
• Expertise in debt collection with a focus on unsecured loans.
• Field collection experience to enforce compliance and enhance training programs.
• Exceptional communication skills to effectively manage training sessions and quality assessments.
• Ability to join immediately to meet urgent needs of the organization.
• Proficiency in Microsoft Excel for data analysis and reporting.
• Strong negotiation skills for handling different scenarios in training and quality management.
• Experience in loan settlement processes to provide insightful training modules.
• DRA certified is a plus.

Roles and Responsibilities

• Design and implement training programs for new hires and existing staff to enhance performance and adherence to company standards.
• Monitor quality metrics and generate reports to ensure compliance with Six-Sigma standards.
• Conduct regular quality checks and audits to maintain high-quality service delivery.
• Collaborate with different departments to identify training needs and develop relevant content.
• Provide ongoing coaching and feedback to enhance the skills of team members.
• Manage the quality assurance team and align their activities with business objectives.
• Develop and update training materials to ensure they are current and effective.
• Handle customer complaints and issues swiftly to maintain high customer satisfaction levels.