Process Trainer

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

Role and Key Responsibilities:

• Deliver product training for New Hires in the Chat and Voice Lines of Businesses
• Design training curriculum using inputs from Operations & Quality
• Knowledge management for the process
• Maintain MIS related to all training batches
• Keep up to date with the product / process knowledge
• Accountability for 0 – 30 days batch performance
• Attend TTT conducted by clients
• Conduct PKT and process refreshers on the floor
• Design & Develop training content
• Create monthly Training Need Analysis to identify areas of knowledge gap and follow it up with appropriate refresher plans for the required population
• Participate in calibration of Trainers, QAs and Voice Coaches within the team