Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company is a global leader providing business process solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With a global footprint across US, UK, India, Philippines, Mexico, Romania, Turkey, Trinidad & Tobago, South Africa, and Australia, they make it happen for their clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Firstsources inch-wide, mile-deep practitioners work collaboratively, leveraging UnBPO™ - their differentiated approach to reimagining traditional outsourcing - to deliver real-world, future-focused solutions that drive speed, scale, and smarter decision, turning transformation into tangible results for clients.
Role Description:
Roles & Responsibilities
- Deliver comprehensive pre-process, product, and process training to newly inducted batches.
- Educate new hires on product and process requirements essential for effectively addressing customer needs.
- Collaborate with clients to address new training requirements and updates in product knowledge.
- Ensure training materials remain up-to-date, reflecting the latest information and industry best practices.
- Work closely with Process Managers, Team Managers, Team Leaders, and Subject Matter Experts to identify training needs and gaps, schedule timely refresher training, and assist teams in becoming proficient with system and process requirements.
- Enhance training effectiveness through the development of innovative approaches and techniques, ensuring support is readily available and seamlessly integrated with routine job functions.
- Solicit feedback from participants at the end of training sessions and take actions to improve training outcomes.
- Administer assessments and review assessment sheets to assess training effectiveness.
- Provide support to other site trainers for their training needs and initiatives.
- Initiate basic communication training sessions, covering customer interactions for voice associates and writing skills for email associates.
Expected/Key Results
- Enhancing skills specific to each process
- Ensuring 100% compliance with agreed-upon timelines for training delivery
- Meeting 100% compliance with agreed-upon deadlines for content creation
- Maintaining the relevance of training materials, Standard Operating Procedures (SOPs), Assessments, and Training Plans
- Increasing the percentage of first-pass scores for each respective process
- Elevating training effectiveness
- Monitoring and sharing key training metrics
- Enhancing the persistency score
- Cultivating new client relationships while nurturing existing ones
- Fostering robust internal stakeholder relationships
Top of Form
Preferred Educational Qualifications
- Bachelor's degree in a relevant field (e.g., Education, Training, Business)
Preferred Work Experience
- Proven experience in training, particularly in the collections or financial services industry.
Competencies & Skills
- In-depth knowledge of collections practices, regulatory compliance, and ethical standards
- Strong communication and presentation skills
- Exceptional interpersonal and mentoring abilities
- Proficiency in developing training materials and e-learning resources
- Ability to assess and improve training program effectiveness
- High attention to detail and strong organizational skills
Disclaimer:
