Process Trainer

Job Description

Role & responsibilities - 1) Trained New Hired Trainee, conduct daily assessments, mock calls 2) Designed Training Materials, Questionnaires and necessary tools 3) Train the trainees on essential customer service skills such as problem-solving, empathy and customer centric behavior. 4) Monitoring and evaluating the performance of new and existing employees. 5) Maintaining accurate records of training attendance, performance evaluations and training materials for reference and audit purpose. 6) Pre and Post Shift Briefing and download of every recent update on floor. 7) Conducting call listening session with the good and bad calls to get the better knowledge of the process. 8) Preparing reports like Training Calendar, maintaining Batch Tracker, attendance, RAG report and Calibrations etc. 9) Collaborating with other trainers, SMEs, supervisors and managers to identify training needs and develop strategies. 10) Conducted TNI, Refresher Trainings and Mapping their Efficacy for Improvement. 11) Ensuring timely delivery of training batches on floor along with supporting OJT Daily Dip check, monthly PKT through Gamification and shared reports with clients. 12) Conducted Supervisor meet once in a week with OPS, Quality regarding the process updates. Preferred candidate profile- Assesses training needs; plans or participates in developing training course objectives; obtains training materials; presents training/instruction to both groups and individuals; evaluates training effectiveness; Problem-solving skills. Problem-solving is a skill that involves identifying and solving unexpected situations. Communication skills. Active listening skills. Management skills. Organizational skills. Motivation skills. Time management skills. Other requirement- 1) Minimum 1 year experience as Trainer. 2) BPO experience is mandatory. Work location- Hyderabad 6 days working Day shifts 10 Am-7 Pm Please share your resume to HR Supriya -9289327281