Role and key responsibilities:
- Deliver product training for New Hires in the Chat/Complaint Management and Email & Back-office line 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 – English
- Good MS Office skills
- Exposure to Chat, Email Back-office line of business
Educational qualification: Graduation