Process Trainer

Job description

Job Description : • Develop comprehensive course curriculum to nurture skill growth and knowledge enhancement • Customize Training requirements for all employees as per the process requirement • Able to conduct Pre-process & Process Specific Trainings • Conduct timely assessment to evaluate Process Knowledge of all employees • Monitor new hire performance during OJT phase for successful Process Certifications • Provide Coaching & Feedback to enhance agent performance • Report out Post Certification performance to measure training efficiency • Conduct and report out PKTs on a monthly basis • Able to communicate with Onsite clients on a need basis for Training/clarification/new process transitions • Knowledge of creating SOP’s & Process Maps for new Transitions process is an added advantage • Willingness to work in round the clock shift and travel to different location as per business requirement • Identify the training needs based upon new updates/system changes (CRM) • Schedule individual and team training on a need basis • Evaluate strengths and weaknesses of the new hires to ensure right employees being aligned to the process • Maintain Training Records / Dashboard • Evaluate employee performance to gauge where skills are lacking • Create training programs to address skill gaps in employees. • Prepare learning materials for training programs Essential Skill: • Good Communication and leadership skills. • Familiarity with MS Outlook required and MS Word and Excel experience