About Flipkart
Flipkart is India’s leading e-commerce company, empowering millions of customers by delivering value through innovation in technology and commerce. With over 350 million customers and extensive product categories, Flipkart continues to revolutionize digital commerce with initiatives like cash-on-delivery, vernacular interfaces, and voice search to make online shopping inclusive and accessible.
Job Overview
| Role | Assistant Manager – Process Training (Travel Experience) |
|---|---|
| Company | Flipkart |
| Location | Gurgaon, Haryana, India |
| Type | Full-Time |
| Experience | 2 to 4 years (Inbound Customer Service / Travel BPO preferred) |
Key Responsibilities
- Conduct new hire and refresher training batches for call center agents.
- Create and update process documents and manuals.
- Communicate process updates to operations and vendor partners.
- Conduct fortnightly online assessments and call quality analysis (detractor, passive, promoter).
- Take calls for process improvement and maintain training MIS.
- Participate in weekly call calibrations with partners and ensure quality interventions.
- Evaluate process quality, take corrective actions, and measure training effectiveness.
- Provide feedback to recruitment teams on new hire quality.
- Design and implement quality frameworks.
- Lead improvement projects using DMAIC methodology.
- Manage a team of trainers and quality analysts.
- Coordinate with multiple functions to establish processes and cost-saving metrics like CPB.
- Deliver soft skills training including communication, conflict resolution, and team building.
Qualifications
- Graduate or Diploma (10+2+3 or 10+3).
- IATA certification preferred but not mandatory.
- Lean Six Sigma Yellow or Green Belt training or certification is a plus.
- Knowledge of ADDIE training model is an added advantage.
- Strong English communication skills (Ascentify B2 High) and spoken Hindi with neutral accent.
- 2 to 4 years experience in inbound customer service, preferably travel BPO.
Why Join Flipkart?
- Be part of India’s leading e-commerce platform impacting millions of customers.
- Work with a diverse, high-performing team driven by innovation and customer obsession.
- Opportunities for personal and professional growth in a fast-paced environment.
- Competitive compensation and employee benefits.
- Contribute to cutting-edge projects that shape India’s digital commerce future.
How to Apply
Update your resume highlighting relevant experience and apply via Flipkart’s official job portal.
Apply Now
