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 better performance.
Interacts with IT team for creatio...