Trainer

A1 to A2
•    Average PMI (last 6 months)/PMS rating 3 and above
•    Min 1 year in current role  
•    No Warning Letter issued in the past 3 months
•    E-learning mandatory courses certified wherever applicable

Responsibilities

Role statement (summary of the role): 1. Able to communicate in Hindi & English
2. Instructing new hire and conducting process specific training 
3. Conducting refresher/ corrective trainings
4. To implement the training curriculum successfully and in a timely manner
5. To achieve a desirable training output
6. Review existing training materials and make revisions, as necessary, as per instructional design
8. Develop classroom agenda, timelines and content flow as necessary to deliver effective training to participants
9. Monitor progress of new hires during OJT days post classroom
10. Monitor calls and provide feedback to the agents on the floor
12. TNA & TNI for the on floor agents
13. Conducting timely assessments & refresher training as and when required
14. Evaluating calls through Remote / Side by side methodology for new hires post classroom training 
16. Generate training reports
17. Giving structured feedback
18. Hold calibration sessions to ensure standardization of the learning systems
19. Consulting teams to achieve classroom innovation
20. To contribute towards building an excellent training delivery team
22. Good analytical Skills. 
23. Maintain SOPs and update SOPs every once a quarter.
24. Must have the ability to work under pressure & in an unstructured environment.
25. Managing retention & attrition during training. 
26. Ability to execute training tasks/ assignment on short notice
27. Interact with the Quality and Operations to identify, screen and execute process improvement plans

Qualifications

12/undergraduate