Key Responsibilities

• Build and sustain professional and communication skills for the account’s VA trainers
• Post TTT certification deliver at least 1 batch every half-year during Process Training
• Identify Learning needs of agents/ any other learners/ business as a learning consultant
• Design training curriculum using the principles of Instructional Design
• Work closely with the Floor Support and Voice & Accent teams to use materials (e.g. recorded calls) from businesses in training and to customize training according to the Project/process.
• Observe and evaluate trainee performance during real time training sessions
• Conduct 1:1, TEP and RTR activities for all communication ad soft skills trainers once every month
• Track and maintain batchwise attendance and certification records for audit purposes.
• Conceptualize, plan and execute training and skilling initiatives for the floor colleagues
• Initiate and participate in the projects of the team and the department
• Create refresher and huddle content every month and track floor penetration every week based on the TNA/TNI based on audit results (Quality and VA) from the previous month
• Should be willing to work in 24/7 shifts (Day and Night Shifts - Rotational)
• Offer Root Cause Analysis for the Bottom Quartile category and create content for the said group. Ensure the training is closed for the target audience every month
• When not involved in batches (during hiring freeze) must dedicate time in bolstering and reengineering content for the floor
• Maintain key MIS related to all the above activities

Eligibility

• CAT score of 6.5 or above
• Undergo and clear TTT- inhouse certification program
• Graduate/Postgraduate
• Relevant experience of 1-2 years

Desired Skills

• Ability to clearly articulate to the management -various initiatives and reports
• Good analytical skills
• High level of proficiency in Power Point and Excel
• Planning and Organizing Skills
• Excellent verbal and written communication skills.
• Should be willing to work in shifts along with the team in customer business time.
• Overall, should be a good team player with willingness to learn and drive to achieve
• Adequate understanding of training procedures, methods, and techniques
• Experience in delivering training (ILT and Virtual)
• Reporting skills – To create presentations and data interpretation
• Publishing presentations/ for weekly, monthly and quarterly reviews

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