Role, Purpose, and Scope

The Process Trainer delivers all required training programs that may include end to end new hire training (Pre-Process, Voice and Client-Specific process training), continuous learning, company background and industry policies. Ensures that agreed proficiency levels are met upon agents’ graduation from the training.

Major Responsibilities

New Hire Training

• Facilitate all required training programs with the ability to translate subject matter expertise to knowledge gain and skills development.
• Deliver Capability Development Programs for employees such as coaching and training to both new hires and existing staff.
• Deliver required industry, domain, functional and client systems and process training for both new hires and existing staff.
• Provide floor support and communication coaching to all employees including leadership and support.
• Develop communi...