Trainer banking process - contact center

Job Description

Trainer Graduate (Mandatory), Preferably Six sigma Certified Skills: - Minimum 5+ years of Quality role experience at Banking or BFSI contact centre. - Strong experience in designing and delivering training programs, preferably in a banking or financial services environment. - Excellent verbal and written communication skills to effectively convey information and engage trainees. - Ability to present training materials clearly and engagingly to diverse audiences. - Knowledge of instructional design principles and best practices for creating effective training content. & modules. - Familiarity with training tools, e-learning platforms, and contact centre technologies. - Ability to analyse training needs, evaluate program effectiveness, and make data-driven decisions. Job Role: - Develop and design training programs and materials that cover banking products, services, customer service skills, and compliance requirements. - Create engaging and informative training content, including presentations, manuals, and interactive exercises. - Regularly update training materials and programs based on feedback, changes in banking regulations, and industry best practices. - Conduct orientation sessions for new hires to introduce them to the organizations culture, values, and operational procedures. - Provide comprehensive training on banking products, customer service protocols, and contact centre systems. - Evaluate the performance and understanding of new hires through assessments, quizzes, and practical exercises. - Organize and deliver refresher training sessions to keep current employees updated on new products, services, and procedures. - Identify skill gaps and provide targeted training to address areas for improvement and enhance employee performance. - Offer one-on-one coaching and support to employees to help them apply training concepts effectively in their roles. - Monitor and assess the effectiveness of training programs through feedback, performance metrics, and employee evaluations. - Gather feedback from trainees and team leaders to continually refine and improve training programs. - Ensure that training programs cover all relevant regulatory and compliance requirements for the banking industry.