Process Trainer

Job Description

Payer Experience is must from Healthcare domain Voice skillset experience for min 1 year Roles and Responsibilities - Conduct new hire training and soft skills / Negotiation skill training Should complete monthly cyclic activities including refresher training, update training and PKT Sensitize to training needs / understand learning requirements of different learning groups Liaison with the Quality and Operations to identify, screen and execute process improvement plans Ability to execute training tasks / assignment on short notice Interested to deliver and contribute towards process improvement Take accountability for new hires performance during the OJT period, including attrition. FUNCTIONAL/ OPERATIONAL: - Monitor calls of each advisor every week ,during OJT and provide immediate feedback to the advisors in case of failed call. Provide regular feedback to Team Members regarding the performance of the team and any issue that needs escalation. Document the feedback signed off by the concerned parties. Monitor calls across teams (cross monitoring) every month. Nominate and groom floorwalkers amongst the team regularly. Conduct process refreshers and Policy refreshers. Nominate advisors to conduct buzz sessions. Handle all escalation calls for the team. Sharing good calls & bad calls , creating product level FAQ’s . Nominating hall of fame & hall of shame for OJT Batch . Conduct buzz sessions for any updates and share new information with the team including the targets for the day. Check the login schedules. Manage attrition through regular communication with advisors and tracking EWS through changes in behavior, performance and attendance. Preferred Skills: Strong communication skills in English Critical Competencies: Customer Service Good analytical skills Must be very good with data representation Must be very good with MS Excel Time Management Ability to multi-task Show more Show less