Lead Associate - Process Training - Noida - REF89097H_2025210883

Key Responsibilities

Training Delivery

Conduct induction and process training for new hires across voice and non-voice functions.

Facilitate refresher and upskilling sessions to address performance gaps.

Deliver training using blended methodologies (classroom, e-learning, simulations, role plays).

Content DevelopmentDesign training modules, SOPs, and assessments tailored to blended process requirements.

Create job aids, FAQs, and quick reference guides for agents.

Continuously update training content based on client feedback and process changes.

Performance Management

Monitor trainees’ progress through assessments, call evaluations, and case studies.

Provide coaching and feedback to improve communication, accuracy, and customer handling.

Track training effectiveness using KPIs (accuracy %, CSAT, AHT, FCR, etc.).

Stakeholder Collaboration

Partner with Operations, Quality, and HR teams to align training with business goals.

Support client calibration sessions and incorporate feedback into training design.

Act as a subject matter expert (SME) for process-related queries.

Team Leadership

Mentor and guide Process Trainers to ensure consistent delivery standards.

Manage training schedules, resource allocation, and reporting.

Drive continuous improvement initiatives in training methodology.

Required Skills & CompetenciesStrong facilitation and presentation skills.Expertise in both voice (customer service, communication, empathy) and non-voice (transactional accuracy, email/chat etiquette) processes.Ability to design and deliver blended learning programs.Proficiency in MS Office, LMS platforms, and call monitoring tools.Analytical skills to measure training effectiveness and recommend improvements.Qualifications & ExperienceBachelor’s/Master’s degree in any discipline (preferably Communication, Business, or HR).5–7 years of experience in process training within a BPO environment, with at least 2–3 years in a lead role.Experience in handling blended processes (voice + non-voice) is mandatory.Exposure to client interaction and calibration sessions preferred.