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Associate Manager, Training Operations

Company

TP

Location

Kolkata, West Bengal

Posted

May 29, 2026

Position Overview

  • 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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