Role and key responsibilities:

• Responsible for day-to-day functional direction of agents within the program training classroom environment, including student progress monitoring for the duration of training, providing coaching and developmental feedback and readiness recommendations            
• Utilize effective presentation and facilitation skills including creative training techniques and adult/accelerated learning techniques using a variety of training delivery modalities in a classroom environment                       
• Prepare and present training materials through classroom learning, hands-on demonstrations, and supporting activities    
• Accountable for achieving individual training performance metrics                    
• Support and partner with Operations to transition agents from training to production environment, ensuring competency levels meet business standards
• Maintain relevant product knowledge for each account by taking calls, attending client and cross functional meetings (as needed), and side by side observations                      
• Ensure effective, consistent communication with managers, peers, and other resource groups, including day-to-day informal interaction with clients
• May support the Instructional Design team in designing and developing training materials for various instructional delivery methods including  computer-based training, interactive classroom training and written job aids
• Measure the effectiveness of training programs using various feedback methods – focus groups, interviews, and surveys that will lead to enhancement of training resources and programs based on results of evaluation
• Recommend curriculum modifications to Training Manager/Supervisor on the basis of internal customer feedback and/or Training Needs Analysis
• Participate and contribute to continuous learning culture by maintaining engagement on change management, product and services releases, policies, processes, and procedures          
• Responsible for trainee’s performance during the nesting period
• Monitor Calls/Emails and transactions as per the defined target
• Achieve the training KPIs such as throughput targets/ Attrition, Nesting Targets, team meeting o to 30 days performance, MSV, etc.
• Conduct team huddles and provide updates
• Monitor team performance and provide trend analysis on problem areas
• Take on additional responsibilities and projects for process improvement.
• Perform Root Cause Analysis on identified defects

Key Skills and knowledge:

• Good communication and Analytical skills
• Good interpersonal skills
• Good Knowledge of basic company policies
• Ability to demonstrate customer service skills
• Skill to provide effective coaching & Feedback.
• Ability to work in flexible shifts
• Skill to conduct classroom and practical training
• Skill to provide effective coaching & Feedback
• Skilled to create TNA/TNI
• Skilled to manage Virtual training / Classroom / Combined
• Team Management Skills
• Good analytical skills
• Good Presentation and content delivery skills
• Good interpersonal skills
• Strong documentation and email etiquette
• Working knowledge of MS office applications like Excel and Power point

Domain-specific Knowledge and Skills: Fraud 

Good understanding of the following:

• Customers reporting or querying suspicious transactions
• Confirmation of genuine or fraudulent activity
• Blocking or cancelling cards and account access
• Account takeovers or identity fraud
• Outbound validation of flagged transactions
• Customer education on fraud risks or actions taken

Educational Qualification: Graduate / post-graduate