Company Overview

VCATCH is a leading contact center based in Bangalore, offering state-of-the-art call center services while adhering to Six-Sigma standards. Our core management team boasts decades of experience in the BPO industry. We have extended our expertise to multiple sectors, including ed-tech, e-commerce, FMCG, and real estate, among others. Our commitment to technology and infrastructure ensures cost-effective solutions that enhance ROI for our clients.

Job Overview

We are seeking a Junior Training and Quality professional to join our team on a full-time, contract-to-hire basis. The role is open in several locations, including Bangalore Urban, Delhi, Ahmedabad, Chennai, Kolkata, and Chandigarh. Candidates should possess 1 to 3 years of relevant work experience.

Qualifications and Skills

• Proficient in conducting training sessions tailored for the BPO industry with a focus on enhancing team skill sets.
• Ability to perform call audits effectively, measuring adherence to set standards. (Mandatory skill)
• Expertise in handling unsecured loans with the ability to train others on the complexities and compliance aspects involved. (Mandatory skill)
• Excellent knowledge of quality audit processes, ensuring compliance with company standards and procedures.
• Experience with debt collections, with the ability to implement techniques that maximize recovery.
• Familiarity with various QC Tools, using them to enhance training and auditing processes.
• Strong communication and interpersonal skills, which foster a learning environment conducive to training.
• Detail-oriented with a strong analytical mindset, capable of identifying areas for improvement and devising strategic solutions.

Roles and Responsibilities

• Develop and deliver comprehensive training programs to improve team competencies and ensure standard practice.
• Conduct regular call audits to monitor compliance with service standards and identify training needs.
• Evaluate the effectiveness of training programs and recommend necessary improvements.
• Collaborate with management to design training sessions that address specific quality issues and operational gaps.
• Ensure high-quality service delivery by enforcing best practices and addressing deficiencies promptly.
• Document quality findings and create reports to communicate necessary changes and enhancements.
• Coordinate with different departments to align training objectives with business goals and strategies.
• Stay updated with industry trends and incorporate new techniques and tools into training methodologies.