Responsibilities:

Designs training & test modules based on needs
Should have international process training background
Maintains regular correspondence with the clients to clarify process updates and percolates it to Operations
Ensures that Quality, CSAT, Resolution scores for the batch meets the defined norms within the first month of production
Ensure 100percent adherence on client driven SOP & BEST T&D compliance
Liaises with Central MIS / Admin dept / HR / Payroll for training resource availability
Coordinates with all stakeholders to ensure New Hire training process runs effectively
Prepare and attend all business / client reviews& work on the action plans to improve business performance
Understanding of root cause analysis & reasons to better performance
Process Excellence and Process Improvement Initiatives
Supports Innovation & Continues Improvement to uplift sales performance
Engaging Communication
Support and monitor new trainees during the OJT (On the Job Training) period
Knowledge of training ideologies (Kirkpatrick model, KSA, TNA, TNI etc)

Process Trainer