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Job Description & How to Apply Below
Location: Bengaluru
About the Job
We are seeking a Process Trainer to conduct Process training and language training for new hires based on the roadmaps defined. The ideal candidate will also carry out floor support interventions.
As Process Trainer, You Will
Deliver sessions for new hires, tenured employees, and cross-functional teams
Support production associates on a real time basis
Monitor voice and digital interactions live and provide timely responses that defuse customer dissatisfaction
Work with associates in Academy Bay
Evaluate customer and associate interactions on the stipulated Evaluation form and score the associates basis their performance on soft skills and resolution (If need be)
Study top performers customer interactions and disseminate best practices across the account
Collates WOW chats for future reference
Provide timely feedback either to the associates or to their TLs emailing a copy to the participants and stakeholders
Document feedback and evaluations on associate customer interactions
Publish scores of the groups that the trainer is working with
Conduct small group training sessions
Conduct call listening and chat & email readout sessions for the associates
Recommend remedial and refresher courses to be assigned basis associates performance on the floor
Flag off EWS to the stakeholders if there are any
Participate in weekly business reviews and provide inputs asked for
Roll out knowledge checks once a month
Prepare worksheets and other job-aids for associates reference
Conduct Dsat analysis from the language and soft skills perspective
Prepare and publish weekly report with effort and outcomes
Maintain a repository of suggested responses mandatorily for review and dissipation
Assess prospective candidates/employees on language proficiency
As Process Trainer, You Have
1 to 3 years of relevant domain experience is compulsory
Post-secondary degree & above is preferred
Available to work in weekends
Commitment to work in any site in Hyderabad
Excellent facilitation skill
Strong knowledge in English grammar
Strong verbal and spoken proficiency in English
Ability to handle a class of 20 to 50 Trainees
Intermediate to Advanced level proficiency in Google Suite and Windows Operating System
Typing speed of 35 WPM with a minimum of 95% accuracy
A positive work ethic and commitment to the tasks assigned
Adaptability to trends within the organization
Compliancy to the organizational policies and standards
Flexible availability during business exigencies
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