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Process Trainer Lead

Valuestream Business Solutions (VBS)

3 - 6 years

4 - 5 Lacs

Bengaluru

Posted:1 day ago| Platform:

Apply

Skills Required

OJT Training Need Analysis Process Training On Job Training TTT TNA TNI Product Training

Work Mode

Work from Office

Job Type

Full Time

Job Description

Dear Candidate,

We are currently looking for a Process Trainer with a BFSI background and a Quality Analyst.

Process Trainer (BFSI Background)

* Good communication skills in English and Hindi are mandatory.

* Able to handle training and call auditing with a Life Insurance background.

Quality Analyst Requirements:

* Any Degree

* Experience in quality inspection, auditing, and testing.

* Excellent communication skills, both written and verbal.

* Strong computer skills and knowledge of QA databases and applications.

* Strong analytical and problem-solving skills.

* Meticulous attention to detail.

Roles and Responsibilities for Quality Analyst:

* Conduct call monitoring and auditing for customer care agents, providing detailed feedback on monitored calls.

* Evaluate agents on various parameters, including call greeting, professionalism, communication skills, and process knowledge.

* Demonstrate proficiency in using 7 QC tools like Pareto charts, histograms, and check sheets.

* Perform detailed root cause analysis (RCA) and ACPT analysis for the call audit.

* Publish the dashboard to all stakeholders.

* Conduct call-listening sessions.

* Pre-shift briefing, dissemination of updates, and quality observation.

* Identifying bottom Quartile performers, engaging in TNI, and improving their performance.

* Handling OJT batches.

Skills Required:

* Training and coaching

* Customer experience

* Proficiency in the MS Office suite

* Strong analytical and problem-solving skills

* Quality management tools

Megha 8197554993

Venue and locationNo.92, Z Square, Level 2, Jyoti Nivas College Rd, 5th Block, Koramangala, Bengaluru, Karnataka 560095

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Valuestream Business Solutions (VBS)

Consulting

Techville

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Personal Settings

Process Trainer Lead

Experience & Salary

Skills Required

Work Mode

Job Type

Job Description

Dear Candidate,

We are currently looking for a Process Trainer with a BFSI background and a Quality Analyst.

**Process Trainer (BFSI Background)**

* Good communication skills in English and Hindi are mandatory.

* Able to handle training and call auditing with a Life Insurance background.

**Quality Analyst Requirements:**

* Any Degree

* Experience in quality inspection, auditing, and testing.

* Excellent communication skills, both written and verbal.

* Strong computer skills and knowledge of QA databases and applications.

* Strong analytical and problem-solving skills.

* Meticulous attention to detail.

**Roles and Responsibilities for Quality Analyst:**

* Conduct call monitoring and auditing for customer care agents, providing detailed feedback on monitored calls.

* Evaluate agents on various parameters, including call greeting, professionalism, communication skills, and process knowledge.

* Demonstrate proficiency in using 7 QC tools like Pareto charts, histograms, and check sheets.

* Perform detailed root cause analysis (RCA) and ACPT analysis for the call audit.

* Publish the dashboard to all stakeholders.

* Conduct call-listening sessions.

* Pre-shift briefing, dissemination of updates, and quality observation.

* Identifying bottom Quartile performers, engaging in TNI, and improving their performance.

* Handling OJT batches.

**Skills Required:**

* Training and coaching

* Customer experience

* Proficiency in the MS Office suite

* Strong analytical and problem-solving skills

* Quality management tools

Megha 8197554993

Venue and locationNo.92, Z Square, Level 2, Jyoti Nivas College Rd, 5th Block, Koramangala, Bengaluru, Karnataka 560095

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