Process Trainer

About Company:

Our client is an India-based IT & ITES company providing technology-driven services, including KPO, real estate lifecycle management, data processing, digital marketing, and e-commerce solutions founded in 2018 and operates primarily in the IT Services & Consulting sector with headquarters in Kolkata, West Bengal, and a secondary office in Chennai, Tamil Nadu.

An Ideal Candidate:

An ideal candidate should have 5-8 years of total experience into international voice or blended process with a minimum of 3 years of experience on paper working as a Process Trainer. He should be any graduate and should have good experience into customer service operations. Should be flexible to work in rotational shift including night shift. Should possess excellent communication skills. Should have worked with international clients/customers.

Key Competencies:

• Process Training - Conduct process training for the new hires and mentor them into the roles hired for.
• Training Materials: Design new and edit the existing training materials, and present materials through classroom learning and hands-on demonstrations.
• Quality Assurance: Monitor SOP adherence, collaborate with teams, and provide feedback.
• Soft skills development: Check the soft skill development index and make plans and implement programs to improve call handling and email writing skills.
• Reporting: Regularly report on quality, compliance, and performance metrics.
• TNI: Co-ordinate with different leads and understand the training needs of different teams and conduct requisite training.
• Conduct KAT: Conduct periodic knowledge assessment tests to understand the skill and learning gaps.
• Upgradation and improvement of Knowledgebase: Continue improving and upgrading the knowledgebase portal for an overall improved learning experience.