Process Trainer (Soft Skills) - Domestic - Mumbai (Malad)

Job Title:Training Specialist

Location:

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Experience:

Salary Range:

Recruiter name: Charlie HR - 7330616341 (Call or What's App me)

Role Overview:

The Training Specialist is responsible for designing, delivering, and managing training programs to enhance team performance and compliance. This role involves identifying training needs, developing content, facilitating sessions, and implementing interventions for continuous improvement. The specialist will collaborate with cross-functional teams to ensure alignment with operational goals.

Key Responsibilities:

1. Training Needs Analysis & Planning

• Conduct periodic training needs identification based on performance dashboards, audit scores, and team leader inputs.
• Manage the training calendar, maintain attendance, and track assessments in LMS.

2. Training Design & Content Development

• Develop training modules integrating frameworks and best practices.
• Use ADDIE model for content development and track learning journeys via LMS.

3. Training Delivery & Facilitation

• Conduct onboarding, refresher, communication, and capability-building sessions.
• Provide one-on-one coaching to team members and leads based on training gaps.

4. Performance Coaching & Feedback

• Conduct live call and email audits; coach team members to improve empathy, tone, and closure.
• Present learning and performance insights in governance reviews.

5. Collections & Negotiation Skills

• Train on defaulter segmentation, calling strategy, and conversion communication.

6. Communication Standards

• Coach on tone of voice, brand-aligned responses, and digital communication templates.

7. Governance & Compliance

• Ensure all training materials, assessments, and communication templates adhere to SOP and compliance guidelines.

8. Cross-Functional Collaboration

• Collaborate with team leads and zonal heads to align training with operational needs.

9. Quality Assurance & Continuous Improvement

• Track pre- and post-training performance improvement metrics (NPS, collection %, call quality).
• Develop interventions for detractor recovery and collection call quality based on training gaps.

Qualifications & Skills:

• Bachelors degree in business, Communication, or related field.
• 3+ years of experience in training, coaching, or learning & development roles.
• Strong knowledge of ADDIE model and LMS platforms.
• Excellent communication, facilitation, and interpersonal skills.
• Ability to analyze performance data and implement improvement strategies.
• Familiarity with compliance standards and SOP adherence.

Key Competencies:

• Training Design & Delivery
• Performance Coaching
• Negotiation & Communication Skills
• Analytical Thinking
• Stakeholder Management