Process Trainer

About the Role

Train a team of associates and impart knowledge that impacts soft skills, process, language, or behaviors defined by clients.

Key Responsibilities

• Conduct refresher and update training on soft skills.
• Ongoing monitoring of associates' performance and tracking deviations.
• Help in achieving continuous improvements by running refreshers curated to meet KPIs.
• Regularly assess training needs to fill gaps in performance.
• Conduct periodic meetings and huddles with the team to gauge and improve performance.
• Track and ensure improvement of lower-performing associates.
• Facilitate internal audits on communications and soft skills.
• Successfully conduct TNI and TNA on a monthly basis and plug back loopholes in training.
• Conduct refresher sessions with NH agents to keep them posted about soft skills and accent neutralization.
• Publish a dashboard weekly with numbers of monitoring and coaching sessions conducted and RCA.
• Train new hire batches on communication, soft skills, and cultural aspects.