Trainer II

• Deliver product training for New Hires in the Chat/Complaint Management and Voice Lines of Businesses

• Design training curriculum using inputs from Operations & Quality

• Knowledge management for the process.

• Maintain MIS related to all training batches

• Keep up to date with the product / process knowledge

• Accountability for 0 - 30 days batch performance

• Attend TTT conducted by clients

• Conduct PKT and process refreshers on the floor

• Design & Develop training content

• Create monthly Training Need Analysis to identify areas of knowledge gap and follow it up with appropriate refresher plans for the required population

• Participate in calibration of Trainers, QAs and Voice Coaches within the team

Key skills & knowledge:

• Overall, 2 +years of experience

• Customer support experience

• Health care domain experience shall be an added advantage

• Willingness to work in a 24x7 shift environment with 6 days working

• Proven experience in training methodologies and soft skills (communication skills, critical thinking, time management, team building, etc.)

• Strong communication skills, both written and verbal

• Proficient in Microsoft Office

• Demonstrated ability to multi-task, prioritize and meet timelines of deliverables

• Self-starter, sense of urgency and works well under pressure

• Strong attention to detail

• Sense of professionalism and ability to develop good relationships

Educational Qualification: Graduate