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Senior Analyst

2 years

0 Lacs

pune maharashtra india

Posted:6 hours ago| Platform: Linkedin logo

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Skills Required

support onboarding training documentation risk evaluation certification communication compliance coaching scoring audit data reports excel word powerpoint learning content retention technology service vision analytics management efficiency drive automation

Work Mode

On-site

Job Type

Full Time

Job Description

Job Title

: Knowledge Anchor

Designation

: A/SA

Program

: Support

Process

: CO_KM

Shift Details

: Night Shit(Rotational)

Detailed Job/ Role Description

  • Would be responsible for conducting onboarding, refresher and continual training program for front line and managerial workforce
  • Would be required to adhere to internal training and documentation processes
  • Risk Mitigation
  • Risk Evaluation by conducting periodic audits
  • Process Documentation / Update [BPD, Checklist, Metadata, Training Docs, SOP]
  • Change Management
  • The candidate would be responsible training new hire employees and conduct refresher training for on-floor employees
  • The candidate would be responsible for driving performance of employees falling under the vintage of 0-90 days post certification
  • Monitor calls/chats on Communication, Soft Skills, Process and Compliance Parameters
  • Provide Coaching & Feedback to enhance agent performance
  • Participate in calibrations to ensure consistent scoring & feedback delivery approach
  • Keep the reps updated on new process changes/updates, improvement initiatives
  • Prepare and implement the action plans post analyzing audit data, compliance reports, communication & Process related data points

Essential Skill-set Required

  • Excellent communication skills (both verbal and written)
  • Eye for detail
  • Excellent facilitation skills
  • Excellent execution skills
  • Analytical Thinking and Problem Solving
  • Knowledge of MS Excel, MS Word, MS PowerPoint and MS Visio
  • Willing to take charge and initiative as per business requirements
  • The candidate should be aware of various learning methodologies which would help the candidate in handling different types of learners
  • Candidate should have knowledge about methodologies used for designing content
  • Candidate should be aware of methodologies to check knowledge retention and evaluate overall training performance
  • Candidate should have undergone and cleared one TTT mode

Work Experience Required

The candidate should possess minimum of 2 years of experience in the same field

Formal Qualifications

Basic

  • Graduate or above
  • Basic knowledge of computer
  • Working knowledge of Excel, Word and PowerPoint

About Us

At eClerx, we serve some of the largest global companies – 50 of the Fortune 500 clients. Our clients call upon us to solve their most complex problems, and deliver transformative insights. Across roles and levels, you get the opportunity to build expertise, challenge the status quo, think bolder, and help our clients seize value

About The Team

eClerx is a global leader in productized services, bringing together people, technology and domain expertise to amplify business results. Our mission is to set the benchmark for client service and success in our industry. Our vision is to be the innovation partner of choice for technology, data analytics and process management services. Since our inception in 2000, we've partnered with top companies across various industries, including financial services, telecommunications, retail, and high-tech. Our innovative solutions and domain expertise help businesses optimize operations, improve efficiency, and drive growth. With over 18,000 employees worldwide, eClerx is dedicated to delivering excellence through smart automation and data-driven insights. At eClerx, we believe in nurturing talent and providing hands-on experience.eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, per applicable law.

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