Process Trainer

Role:

The primary role is to lead Call Center and Client Teams new hire and on floor training activities including in house trainer development. Develop, periodically review and implement project-specific and Standard Operating Procedures (SOP) training for new and existing Call Center employees.

Job Responsibilities:

• Conduct NHT and periodically review contents/ training material of the initial training of New Hires of the process.
• Develop and conduct Refreshers based on Training needs for existing associates and help prepare them for the job
• Preparation of Training Plans, and relevant Training reports and Dashboards. And provide assistance in developing cross-training materials and SOPs, as required
• Review Existing Training Materials and Identify need for updating the same. Should be able to create new content as and when necessary
• Develop and implement client-specific training programs and material using input from Project Managers, client training materials and Knowledge System contents.
• Using trending data from Quality Assurance reports, create one-on-one or group trainings to resolve training discrepancies.
• Provide assistance in developing cross-training materials and SOPs, as required and facilitate role-playing, test, certification, and remediation
• Evaluate clients training requirements and establish training goals/completion milestones

Criteria:

• Graduates from any stream
• 1+ years of formal customer service and call center training experience (Customer service experience for Voice and Back-office operation activities is strongly preferred)
• Excellent verbal, written and interpersonal communication skills