Lead Associate - Process Training - Gurgaon

Job description

New Hire Training for Process Batches and Training for other Processes

Conduct floor refreshers/update training for the agents

TNI and TNA to program the modules as per the process changes and needs

Conduct TNA through CSAT/EOE/Quality Analysis

Front-end Skill Management initiatives including coaching and training

Conduct periodic performance evaluation sessions with team members

To take on other responsibilities like off boarding, on boarding etc.

Identify Trainee strengths and build them and identify areas of improvement and provide concrete work plan for improvement

Control absenteeism and attrition and motivate the team

Analyze and identify internal/external customer requirements through data analysis and use training as a tool to resolve issues. Report accurate statistics

Consistently achieve or exceed targets on quality and numbers in training