Job Title:
Trainer II
Job Description
. Responsible for day-to-day functional direction of agents within the program training classroom environment, including student progress monitoring for the duration of training, providing coaching and developmental feedback and readiness recommendations
. Utilize effective presentation and facilitation skills including creative training techniques and adult/accelerated learning techniques using a variety of training delivery modalities in a classroom environment
. Prepare and present training materials through classroom learning, hands-on demonstrations, and supporting activities
. Accountable for achieving individual training performance metrics
. Support and partner with Operations to transition agents from training to production environment, ensuring competency levels meet business standards
. Maintain relevant product knowledge for each account by taking calls, attending client and cross functional meetings (as needed), and side by side observations
. Ensure effective, consistent communication with managers, peers, and other resource groups, including day-to-day informal interaction with clients
. May support the Instructional Design team in designing and developing training materials for various instructional delivery methods including computer-based training, interactive classroom training and written job aids
. Measure the effectiveness of training programs using various feedback methods - focus groups, interviews, and surveys that will lead to enhancement of training resources and programs based on results of evaluation
. Recommend curriculum modifications to Training Manager/Supervisor on the basis of internal customer feedback and/or Training Needs Analysis
. Participate and contribute to continuous learning culture by maintaining engagement on change management, product and services releases, policies, processes, and procedures
. Responsible for trainee's performance during the nesting period
. Monitor Calls/Emails and transactions as per the defined target
. Achieve the training KPIs such as throughput targets/ Attrition, Nesting Targets, team meeting o to 30 days performance, MSV, etc.
. Conduct team huddles and provide updates
. Monitor team performance and provide trend analysis on problem areas
. Take on additional responsibilities and projects for process improvement.
. Perform Root Cause Analysis on identified defects
Desired Skills:
. Good communication and Analytical skills
. Good interpersonal skills
. Good Knowledge of basic company policies
. Ability to demonstrate customer service skills
. Skill to provide effective coaching & Feedback.
. Ability to work in flexible shifts
. Skill to conduct classroom and practical training
. Skill to provide effective coaching & Feedback
. Skilled to create TNA/TNI
. Skilled to manage Virtual training / Classroom / Combined
. Team Management Skills
. Good analytical skills
. Good Presentation and content delivery skills
. Good interpersonal skills
. Strong documentation and email etiquette
. Working knowledge of MS office applications like Excel and Power point
Domain-specific Knowledge and Skills: Fraud
Candidate should have good understanding of the following:
. Customers reporting or querying suspicious transactions
. Confirmation of genuine or fraudulent activity
. Blocking or cancelling cards and account access
. Account takeovers or identity fraud
. Outbound validation of flagged transactions
. Customer education on fraud risks or actions taken
- Responsible for day-to-day functional direction of agents within the program training classroom environment, including student progress monitoring for the duration of training, providing coaching and developmental feedback and readiness recommendations
- Utilize effective presentation and facilitation skills including creative training techniques and adult/accelerated learning techniques using a variety of training delivery modalities in a classroom environment
- Prepare and present training materials through classroom learning, hands-on demonstrations, and supporting activities
- Accountable for achieving individual training performance metrics
- Support and partner with Operations to transition agents from training to production environment, ensuring competency levels meet business standards
- Maintain relevant product knowledge for each account by taking calls, attending client and cross functional meetings (as needed), and side by side observations
- Ensure effective, consistent communication with managers, peers, and other resource groups, including day-to-day informal interaction with clients
- May support the Instructional Design team in designing and developing training materials for various instructional delivery methods including computer-based training, interactive classroom training and written job aids
- Measure the effectiveness of training programs using various feedback methods - focus groups, interviews, and surveys that will lead to enhancement of training resources and programs based on results of evaluation
- Recommend curriculum modifications to Training Manager/Supervisor on the basis of internal customer feedback and/or Training Needs Analysis
- Participate and contribute to continuous learning culture by maintaining engagement on change management, product and services releases, policies, processes, and procedures
- Responsible for trainee's performance during the nesting period
- Monitor Calls/Emails and transactions as per the defined target
- Achieve the training KPIs such as throughput targets/ Attrition, Nesting Targets, team meeting o to 30 days performance, MSV, etc.
- Conduct team huddles and provide updates
- Monitor team performance and provide trend analysis on problem areas
- Take on additional responsibilities and projects for process improvement.
- Perform Root Cause Analysis on identified defects
Desired Skills:
- Good communication and Analytical skills
- Good interpersonal skills
- Good Knowledge of basic company policies
- Ability to demonstrate customer service skills
- Skill to provide effective coaching & Feedback.
- Ability to work in flexible shifts
- Skill to conduct classroom and practical training
- Skill to provide effective coaching & Feedback
- Skilled to create TNA/TNI
- Skilled to manage Virtual training / Classroom / Combined
- Team Management Skills
- Good analytical skills
- Good Presentation and content delivery skills
- Good interpersonal skills
- Strong documentation and email etiquette
- Working knowledge of MS office applications like Excel and Power point
Domain-specific Knowledge and Skills: Fraud
Candidate should have good understanding of the following:
- Customers reporting or querying suspicious transactions
- Confirmation of genuine or fraudulent activity
- Blocking or cancelling cards and account access
- Account takeovers or identity fraud
- Outbound validation of flagged transactions
- Customer education on fraud risks or actions taken
Location:
IND Bangalore - MTP Karle 5th, 6th, 7th Floors
Language Requirements:
Time Type:
Full time
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