Firstsource Solutions Ltd is looking for Executive Service Quality - Capability Development to join our dynamic team and embark on a rewarding career journey
Assessment of Service Quality: Begin by assessing the current state of service quality within the organization
This involves analyzing customer feedback, conducting service audits, and identifying areas for improvement
Training Needs Analysis: Collaborate with department heads and team leaders to conduct a comprehensive analysis of training needs
Identify gaps in skills and knowledge that may be impacting service quality and customer satisfaction
Development of Training Programs: Based on the identified training needs, design and develop customized training programs focused on enhancing service quality
These programs may cover areas such as communication skills, problem-solving, conflict resolution, and customer service techniques
Delivery of Training: Coordinate the delivery of training programs, ensuring that they are engaging, interactive, and aligned with organizational goals
Utilize a variety of training methods, including workshops, seminars, e-learning modules, and on-the-job training, to cater to different learning styles and preferences
Leadership Development: Recognize the importance of leadership in driving service excellence
Develop leadership development programs that equip managers and team leaders with the skills and tools they need to inspire and support their teams in delivering exceptional service
Performance Monitoring and Feedback: Implement mechanisms to monitor the performance of employees in delivering quality service
Provide regular feedback and coaching to help employees improve their performance and address any issues or challenges that may arise
Integration with Quality Management Systems: Ensure that capability development initiatives are integrated with the organization's quality management systems
Align training programs with quality standards and processes to reinforce a culture of continuous improvement and adherence to service excellence standards
