Hiring For Process Trainer

About the Job

We are seeking a Process Trainer to conduct Process training and language training for new hires based on the roadmaps defined. The ideal candidate will also carry out floor support interventions.

As Process Trainer, You Will

• Deliver sessions for new hires, tenured employees, and cross-functional teams
• Support production associates on a real time basis
• Monitor voice and digital interactions live and provide timely responses that defuse customer dissatisfaction
• Work with associates in Academy Bay
• Evaluate customer and associate interactions on the stipulated Evaluation form and score the associates basis their performance on soft skills and resolution (If need be)
• Study top performers customer interactions and disseminate best practices across the account
• Collates WOW chats for future reference
• Provide timely feedback either to the associates or to their TLs emailing a copy to the participants and stakeholders
• Document feedback and evaluations on associate customer interactions
• Publish scores of the groups that the trainer is working with
• Conduct small group training sessions
• Conduct call listening and chat & email readout sessions for the associates
• Recommend remedial and refresher courses to be assigned basis associates performance on the floor
• Flag off EWS to the stakeholders if there are any
• Participate in weekly business reviews and provide inputs asked for
• Roll out knowledge checks once a month
• Prepare worksheets and other job-aids for associates reference
• Conduct Dsat analysis from the language and soft skills perspective
• Prepare and publish weekly report with effort and outcomes
• Maintain a repository of suggested responses mandatorily for review and dissipation
• Assess prospective candidates / employees on language proficiency

As Process Trainer, You Have

Skills Required

Team Management, Process Documentation, Training Development, English Skills