Purpose of Role:TBAScope & Responsibilities:Planning and Analysis
To analyze the operational training requirement for new and current Processes
To work with the client and transition teams to plan Process training roll-out for migrations
Training design and development
Designs, Develops and Delivers Soft Skills and Process Training programs to the customer service associates
To adapt customer training materials for local delivery
To design and develop additional Process training materials based on training needs analysis and customer requirement
Training delivery
To deliver Process training Programs
To assess, certify and report on learner performance
Training Maintenance and Quality control
Monitor calls made by agents on a regular basis to identify and rectify performance gaps & Gives one on one feedback to the Agents / TLs based on the research done through monitoring
Prepares and circulates weekly reports on gaps identified during call monitoring and steps taken to close such gaps
Maintains records of training activities, monitors the effectiveness of training programs and follows up on pre and post-training evaluations
