Role and Key Responsibilities

• Deliver product training for New Hires in the Chat and Voice Lines of Businesses
• Design training curriculum using inputs from Operations & Quality
• Knowledge management for the process
• Maintain MIS related to all training batches
• Keep up to date with the product / process knowledge
• Accountability for 0 – 30 days batch performance
• Attend TTT conducted by clients
• Conduct PKT and process refreshers on the floor
• Design & Develop training content
• Create monthly Training Need Analysis to identify areas of knowledge gap and follow it up with appropriate refresher plans for the required population
• Participate in calibration of Trainers, QAs and Voice Coaches within the team

Key skills and knowledge

• Customer support experience
• Languages – Good English Communication and Hindi
• Willingness to work in a 24x7 shift environment with 5 days working
• Good MS Office skills
• Exposure to Voice & Chat LOB. Sales/Retention will be an added advantage