Trainer

Process Trainer will be delivering new hire process training for associates Develop, monitor & track training plan Training effectively and efficiently ( faculty & training feedback rating expected - 5/5) Design and evaluate training and performance interventions (pre and post training assessment) Track associates performance after training to ensure training is effective Closely work with Team Leads and get their input/feedback as to where are the shortcomings in the process after the associates graduate to the floor Actively do the call / chat monitoring / listening to the agents calls / chats (Recorded & live) Ensure that the training timelines are met under all circumstances, so that the process flow doesn’t get interrupted. Escalate and callout challenges on time Track the attendance and comp offs for the associates under training Ensure the punctuality of the associates under training Inter departmental coordination and communication to be constant Provide timely and efficient input and support to Training Coordinator for all training records and other related documents Research/Collaborate with the operations team/other units to come out with domain/industry specific process training To be updated on all process related information for training purposes and available to take calls to keep in touch with operations Need to conduct Training batches on different training programs i.e. New Hire, floor updates, Refresher & Re-trainings Process Trainer will analyze quality data to identify training needs Create customized content / training plan Deliver classroom training when required for the associates identified Conduct one on one coaching for the associates as required Publish daily / weekly / monthly reports to stake holders Maintain historical data for the associates trained Educational Qualification required for the position. Graduate preferred Functional Competencies and skill sets required for the position Excellent Communication skills - written and verbal Good Presentation and training delivery skills Strong technical aptitude (Home Networking & Telecommunication)/Customer Service Delivers expected and agreed results with minimal or no supervision Excellent time management skill Self-starter - Must be able to start and manage multiple tasks at the same time