Associate - Trainer

Job Title -  Trainer

Job Purpose

● Create and maintain a positive and professional learning environment
● Develop process curriculums & SOP’s, ensuring all topics, subtopics and macro topics are captured and accurate learning time is allotted
● Develop and create training and instructional material and manuals for training Sellers and internal Seller Support team including relevant SOP’s
● Conduct training sessions for sellers and internal teams on Seller Support processes and policies, briefing and team hurdles as required.
● Translate requirements into trainings and process documentation that will help sellers and or internal teams to ensure process / policy understanding thereby ensuring ease of doing business and day to day job
● Responsible for optimal performance of the new comers and also organize refresher programs for existing experienced resources.
● Address all process and or policy related queries raised by the sellers and or internal teams

Job Duties

● Handle new hire, seller and or on floor training interventions and activities
● Partner with Operations and Quality team for course deliverables, establish expectations and risks, and to determine specific training needs for the sellers and internal teams
● Create high quality deliverables within projected deadlines
● Monitor effectiveness of the training program and make recommendations for improvement when necessary
● To coach and provide support to the sellers and internal team for ease of understanding process
● perform other duties and responsibilities not specified / outlined herein, as requested
● Tailor specific training programs to sellers and employees and ensure knowledge retention not limited to TNI
● Collate the training results and documentation of the same to present to the senior management weekly/monthly
● To ensure the first pass percentage and throughput for NHT
● Client handling experience is a must and should manage process flowcharts, SOPs, customer guidelines and process reports.
● Basic process metrics management like Throughput, FAP, C-SAT scores, Call quality scores, Product test scores etc as defined for this level.

Job Requirements

● Ability to perform multiple tasks and adjust quickly in short time frames with limited direct supervision
● Ability to build rapport with others and create a team environment
● Strong communication, organizational, motivational and time management skills
● Ability to work flexible hours if necessary (all shifts)
● Ability to analyze TNI, understand the training gaps, initiate interventions
basis quality scores and or trends and operational matrices
● Plan of Action with measurable changes within timelines
● Experience in Customer/Seller Service environment with exposure to inbound, outbound and email process.
● Capable of identifying gaps and executing initiatives.
● Sound knowledge on MS office, presentations and excel.

Eligibility criteria

● Must have a bachelor's degree in any stream

● Must have knowledge of spoken Hindi and excellent communication
(verbal and written) in English
● Must have a minimum of 3 years’ experience as a trainer from a reputed
organization

● Certification in Training and Facilitation would be Preferred.