Job Description
Monitoring, coaching and providing feedback to improve performance of the floor agents.and maintain good rapo with the team to avoid attrition.
Attend Client calibrations quality reviews
Identify process level gaps analyze root cause of complaints
Develop implement effective training Programs Modules
Conduct training follow-up session and measuring effectiveness of training
Active participation in developing training assessments for participant evaluation
Soft Skills (Sales, CS V A training) with knowledge of System, Product and Process Training
Process Expert - Knowledge Delivery
Do TNA (training need analysis)
Ensure accurate, timely and efficient analysis of all reports pertaining to the trainees performance during the course or training
Regularly updating training modules
Conducting Quarterly / Weekly Refresher Tests for the process
