Facilitationof new hire training / process and product specifics for various accounts.Training needs analysis; module preparation, revision and review;
coaching.Performance evaluation of trainees.
Role & Responsibilities
Communication / Negotiation :
Assessthe progress of the trainees, map the areas of improvement and share thefeedback with the participants as per the defined process.
Workin a team and extend cooperation to different departments to create conducive& cohesive training environment.
Interactswith clients when necessary for training purposes
Problem Solving :
Assess training needsand provide training opportunities to ensure consistent performance inaccount’s key metrics.
Identify potentialprocess issues among the team and present recommendations to address this.
Manage data andcreate reports capturing performance gaps, and achievements of programshandled.
Partners with qualityteam to determine areas of opportunity in agent performance.
Contribution / Leadership :
Conduct refreshertrainings for the existing team members
Act as a change agentand provide implementation assistance as and when the need arises
Provide subjectmatter expertise on processes
Recommends changes tocurriculum, methods or activities based on observations during trainingdelivery.