Training and Quality Manager

Training and Quality Manager

Posted by TATA 1 MG

Noida

Posted: imported by Jeevika

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NoidaPosted: 3 weeks agoOpenings: 1Applicants: 100+Training and Quality ManagerTATA 1 MG3.61.9K ReviewsJob descriptionSend CV on [hidden] Training & Quality Manager Customer Service (Healthcare)Experience: 5+ Years Healthcare / Pharma / HealthTech / E-pharmacyRole OverviewOwn the end-to-end Training and Quality charter for Customer Service, with a strong focus on CustomerExperience, healthcare/pharma compliance, audits, complaint management, RCA/CAPA and structural processimprovements. Partner with Operations, Medical, Pharmacovigilance, Product, Tech and Compliance teams.Key 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 measurablestructural 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 Resolutionwhile 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.Required Experience & Skills• 5+ years of experience in Customer Service Quality & Training, preferably in Healthcare, Pharma, E-pharmacy, Diagnostics or HealthTech.• Strong experience in CSAT, NPS, Quality, RCA/CAPA and customer complaint management.• Experience in Pharmacovigilance / Adverse Event reporting and pharma/healthcare audits.• Strong understanding of healthcare, pharmacy and customer service compliance requirements.• Experience managing internal, client and/or regulatory audits. Strong analytical, stakeholder management, communication and presentation skills.• Experience managing or mentoring Training and Quality teams.• Strong problem-solving and continuous-improvement mindset.• Ability to work with senior leadership and cross-functional teams and drive closure of critical issues.Preferred Competencies• Healthcare / Pharma / E-pharmacy domain knowledge.• Knowledge of CRM, ticketing, QA and learning management systems.• Experience working with outsourced customer service partners/vendors.• Exposure to automation, AI-assisted customer service and digital quality monitoringRole: Customer Service,Industry Type: BPM / BPO,Department: Customer Success, Service & Operations,Employment Type: Full Time, PermanentRole Category: Customer Success, Service & Operations - OtherEducationUG: Any Graduateread moreKey SkillsSkills highlighted with ‘‘ are preferred keyskillsTraining and QualityAbout the companyTATA 1 MG 3.6 1.9K employee reviewsPharmaceutical & Life SciencesInternetB2BB2CProductFollow272.8k followers OverviewTata 1mg, India’s leading healthcare platform, is on a mission to provide a seamless healthcare experience by bringing care to health. We are trusted by millions of Indians for making healthcare accessible, understandable, and affordable. Our services are designed to deliver a comprehensive healthcare experience. With medicine delivery available in more than 1,800 cities across India, we ensure that essential healthcare products reach consumers' doorsteps from licensed pharmacies. Our platform also allows users to book doctor consultations and diagnostic tests with ease. Our CAP-accredited labs offer hassle-free testing with convenient home collection services, ensuring a safe and smooth process. We aim to revolutionize the way Indian consumers access healthcare services by focusing on both convenience and affordability. read moreOur work and cultureAt Tata 1mg we strongly believe that a great culture is an important ingredient for a startup’s success. Our culture promotes radical candor, fast paced iterations, collaboration and a flat hierarchy. Listed below are our core values that enshrine our culture.Be your own CEOAt Tata 1mg, we believe that every individual has the power to drive impact and change. We encourage our team members to take ownership and accountability, without becoming trapped in hierarchies. As a result, individuals (and not just leaders) have the potential to drive a significant impact on our business and customers.Done is better than perfectWe are a highly experimental and data driven organization. As such, we believe in shipping soon and often. We believe that in the longer run, failing fast beats all else.Team before individualWe believe in the power of the team. For us, a superstar team is much more important than a superstar individual.Accountability with empathyWe believe that everyone can shine in an environment that’s right for them and we strive to help our team members discover that environment. Our communication philosophy is that of radical candor - Challenge Directly but Care Personally. read moreCompany InfoLink:TATA 1 MG websiteAddress:Gurgaon, IndiaBeware of imposters! Naukri.com does not promise a job or an interview in exchange of money. Fraudsters may ask you to pay in the pretext of registration fee, Refundable Fee…Read moreTATA 1 MG rolesyou might be interested inTalent Acquisition Apprentice0-1 YrsGurugramPosted 1 Day AgoApprentice Pharmacist0-1 YrsGhaziabadPosted 1 Day AgoIntern - Video Editor & AI CreativeGurugramStarts : 24th Sep' 26Awards & Recognitions2019Winner in Health & Well Being Category2019'Best Mobile Innovation for Health award ' at the India Mobile Congress2019'Best Content in a Healthcare/Fitness App' in the India Content Leadership Awards2018Won BML Munjal Award for 'Business Excellence through Learning and Development'2017Recognized as Top 50 venture in The Smart CEO-Startup50 India 2017 program2017Recognized in Mary Meeker's Internet Trends2014One of the Best Made in IndiaCompany verified benefitsView allHealth InsuranceComprehensive health coverage for employees and their families.Super Employee Health Check-upA preventive health package comprising 79 tests, including blood count, liver and kidney f... read moreReviewsView all1.9K employee reviews5.0rated by Senior Trainer in New DelhiOne of the best job security company. Proud to be a Tata 1 MG family.Read full reviewFollow TATA 1 MG to receive the latest job postings and alerts271.8k followersPowered bySalary insightsTraining Quality Manager in TATA 1 MG typically earns between₹12.7 - ₹14 L/yrSee detailed salary breakupPowered byBenefits & PerksView all121 employees reported these benefitsHealth & Wellness SupportLearning & Development SupportTransport / Travel SupportPerformance BonusFree MealRelocation AssistancePowered by

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