Job Description
- Designs training & test modules based on process training programs.
- Conduct new hire Process training and assessments.
- Coach and mentor agents to improve spoken English, grammar, pronunciation, fluency and soft skills.
- Ensures that Quality, CSAT, Resolution scores for the batch meets the defined norms within the first month of production.
- Conducts interviews & coordinates with HR for recruiting trainers / trainees.
- Ensure 100percent adherence on client driven SOP & BEST T&D compliance.
- Manage a team of trainers and prepare them through TTT/ Platform skills certification.
- Liaises with Central MIS / Admin dept / HR / Payroll for training resource availability.
- Coordinates with all stakeholders to ensure New Hire training process runs effectively.
- Prepare and attend all business / client reviews& work on the action plans to improve business performance.
- Understanding of root cause analysis & reasons to...
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