Hiring For Process Trainer Voice in Mumbai

Role/Position : Process Trainer in International Voice

Job Location : Mumbai

Qualification : Graduate

Experience : Min 1 Year

Roles & responsibilities:

§ Responsible for delivering new hire trainings to all new joiners

§ Responsible for facilitating Change Training to new & existing employees on change in policy procedures

§ Responsible for conducting refresher training for all bottom performers based on Training Need Analysis

§ Work closely with reporting Supervisor and peers to understand best practice sharing

§ Work closely with communication team/ QA team to identify training gaps.

§ Participate in weekly internal and cross site calibrations

§ Responsible for updating training tracker & transport roster weekly/ daily

§ Work closely with Manager to discuss initiatives to drive C-Sat

§ Coach and guide associate to achieve required quality\ program goals

§ Undertake weekly call monitoring to ensure adherence to quality & compliance requirements

§ Participate in weekly call calibration with the Team Leader

§ Feedback & coaching to associates

§ Maintain quality & compliance scorecard for teams

§ Responsible for outlier management

§ Support the team on technical know how

§ Knowledge management

Desired Candidate profile:

Excellent oral and written communication skills.

Excellent analytical, probing, presentation and coaching skills.

Min 1 year of experience in process training.

Ability to learn and consistently improve on performance.

Experience in content development.

Analytical skills to identify problems, understand basic analysis methods, analyze data independently and share the reports with the management team or reporting person.

Evaluate and measure training activities, effectiveness and publish reports periodically.

Problem solving skills.

Ability to make decisions independently.

Good excel knowledge of word, excel, power point, outlook and vision.