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Location

Noida | India

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Job description

Trainer is responsible for the development, implementation and presentation of new hire, ongoing and remedial training in both classroom and one-on-one settings. This position will work closely with the Knowledge Manager, Task Order Managers, Site Manager, Quality Assurance Team, and subject matter experts from the customer.

• Plan, develop and facilitate internal training for new and existing personnel.
• Provide support to the training manager in establishing, measuring, and monitoring key training metrics.
• Monitor progress of trainees and coach for improvement. Provide clear and concise assessments of trainee's progress and overall performance during training.
• Provide constructive coaching and feedback to associates
• Training effectively and efficiently.
• Design and evaluate training and performance interventions (pre and post training assessment)
• Identify performance gaps, causes of performance gaps and provide solutions to the training and production teams.
• Actively monitor calls by listening to the agents calls (Recorded / live) and share required feedback.
• Maintain familiarity with standard operating procedures and have a thorough understanding of operations and the quality assurance process.
• To be updated on all process related information for training purposes and available to take calls to keep in touch with operations
• Publish daily / weekly / monthly reports to stake holders
• Maintain historical data for the associates trained

Preferred Competencies:

• Excellent Communication skills – written and verbal
• BFSI Background preferred
• Customer Service background preferred
• Excellent presentation skills
• Delivers results with minimal or no supervision

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Job tags

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Salary