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 client’s 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