Sr. Trainer (VNA & Process) / Sr. Operation Excellence

Gratitude Inc

285 Views

19 hours ago

3-4 Year(s)

₹ 4 - ₹ 7 Thousand p.a

Mumbai, Navi Mumbai, Navi Mumbai Panvel, Thane

Job Description

Key Skills

US Collections 3rd Party VnA Trainer Voice Trainer Voice & Accent

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Sr. Trainer (VNA & Process) / Sr. Operation Excellence

Note – We are only looking out for candidates who are from US 3rd party collections background.

Immediate Joiners or max in 7 days.

Responsibilities:

 Responsible for the planning and delivery of voice training and relevant client domain requirements

 New hire V & A training with domain specific intervention

 Conduct periodic training needs analysis for voice skills and collection efficiency

 Floor intervention for performance improvement

 Review, maintain and upgrade training material

 Oversee the workflow for the trainers reporting into him/her across TSI locations

 Review weekly reports from both Internal and External trainers

 Guide new trainers in the day to day responsibilities and conduct TTT

 Working with Operations & Quality team to identify TNA and working on refresher plans

 Planning of training batch schedules

 Ensure training resources are in place

 To deliver training sessions in adherence with manuals and rigid training schedules

 Provide weekly training reports to the management as well as Business Units

 Review manuals on a periodic basis to ensure it is in line with current trends

 Conduct Development training

Key Result Areas:

 Overall Team Certification scores across all training batches at 90%

 Deliver Training Requirements Timely & Qualitatively

 Conduct Gap and Training Need Analysis within assigned processes and conduct Refresher training as required

 Initiate improvements under the purview of communication

 Review & recommend improvement of training content

 New Hire batches to complete Process training with a minimum average score of 95%

Required Qualification:

 Bachelor’s Degree Required

 Should have obtained minimum 3 rating in the last 2 appraisal cycle

 Employee should not be in any active counseling

 Domain experience of at least 2 years as Voice and Accent trainer

 Excellent presentation, Excellent written and verbal communication skills with the business sense to recognize both departmental and company priorities

 Knowledge of MS office is required to include PowerPoint and Excel

 Open to working in Night shifts

 Must be detail oriented

 Leadership and people management skills are required

 Must be able to travel both internationally and within India

Interested candidates can call or whatsapp 7710928959

Role

Soft Skills Trainer

Timings

Night Shift (Permanent)

Industry

BPO

Work Mode

Process

Voice

Functional Area

ITES / BPO / Operations / Customer Service / Telecalling

Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.

Sampada Salaskar

Recruiter - Gratitude Inc

NA, india

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