Key ResponsibilitiesTraining Delivery
- Conduct induction, process, product, and refresher training programs.
- Deliver training on customer service, call handling, email/chat support, and business communication.
- Facilitate both classroom and virtual training sessions.
- Train candidates on voice and accent neutralization, customer interaction, and professional etiquette.
Content Development
- Develop and update training materials, presentations, assessments, and learning aids.
- Customize training modules based on client and business requirements.
- Create role plays, mock calls, case studies, and practical exercises.
Performance Evaluation
- Assess trainee performance through tests, mock calls, and practical evaluations.
- Monitor learning progress and provide constructive feedback.
- Identify skill gaps and recommend improvement plans.
Quality & Process Training
- Train employees on SOPs, compliance requirements, and quality standards.
- Ensure understanding of key performance metrics such as CSAT, AHT, FCR, and productivity.
- Conduct refresher sessions based on quality audits and performance trends.
Coaching & Mentoring
- Provide one-on-one coaching to improve communication and customer service skills.
- Support underperforming employees through focused development plans.
- Encourage continuous learning and professional growth.
Reporting & Documentation
- Maintain training attendance, assessments, and certification records.
- Prepare training reports and performance analysis for management.
- Track batch completion and training effectiveness metrics.
Pay: ₹35,000.00 - ₹40,000.00 per month
Benefits:
Work Location: In person
