Training and Quality Manager- Customer Service || Noida

Job Summary Designation: Manager

Role: Training And Quality

Department: Customer Experience

Location: Noida, Uttar Pradesh

Role Overview The Customer Support team at Tata 1mg plays a critical role in ensuring a seamless and satisfactory experience for our customers. This team handles both inbound and outbound customer interactions across various channels including voice, email, and chat. As a part of the escalation team, you will focus on resolving complex queries and issues, providing timely solutions to enhance customer satisfaction, and ensuring the smooth operation of all customer service processes.

Responsibilities Own CSAT, NPS and other Customer Experience metrics; identify drivers and improvement opportunities. Lead Quality Assurance, including audits, calibration, feedback, coaching and quality governance. Drive RCA and CAPA for critical complaints, management escalations and recurring process gaps. Ensure RCA goes beyond the immediate error to identify root cause, corrective action and measurable structural fix. Drive structural/process improvements based on quality trends, customer feedback and operational insights. Design and deliver new-hire, refresher, process-change and product/process launch training. Own Training Needs Analysis (TNA) based on QA findings, CX trends, SOP gaps and business requirements. Ensure training certification and production readiness before associates go live. Establish regular quality calibrations with Operations and cross-functional stakeholders. Manage Pharmacovigilance / Adverse Event (AE) reporting audits and adherence to defined timelines. Ensure healthcare, pharmacy, diagnostics and lab process compliance and SOP adherence. Lead internal, client and pharma audit preparedness, RCA/CAPA responses and closure tracking. Monitor complaint trends, management escalations and social media escalations to identify systemic gaps. Partner with Operations to improve FRT, Resolution TAT, AHT, Repeat Contact and First Contact Resolution while maintaining quality. Develop Quality and Training dashboards/MIS with actionable leadership insights. Drive Voice of Customer (VOC) analysis and convert feedback into process improvements. Partner with Product/Tech on automation and system interventions that reduce errors and improve CX. Own SOP governance, including periodic review, updates and communication of process changes. Manage and mentor the Training & Quality team and drive capability development. Lead training and quality readiness for new processes, products and launches before go-live. Establish early-warning mechanisms for emerging quality/compliance risks and ensure timely escalation. Work closely with Operations, P&P, Medical, Pharmacovigilance, Product, Tech and Compliance teams. Quality & Continuous Improvement Own the complete Quality RCA CAPA Structural Fix cycle. Differentiate between agent-level errors, process gaps, system limitations and governance gaps. Use data and trend analysis to identify recurring issues and prioritize high-impact interventions. Define measurable success criteria for corrective actions and track effectiveness after implementation. Build preventive controls to reduce recurrence rather than relying only on training or manual monitoring. What we are looking for 5+ years of experience in Customer Service Quality & Training, preferably in Healthcare

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