Role and key responsibilities:

• Support Front Line Recruitment Teams to assess the quality of new hires.
• Consistent alignment with operations by auditing calls and e-mails, chats.
• Understanding needs, conducting refresher training in English - as per requirement
• Demonstrating innovation in training by incorporating the floor requirement into the curriculum.
• Maintaining Data and MIS as per the training BPMS / requirement
• Supports intra & inter function collaboration.
• Proactively implement best practices and add value across locations.
• Attend the TTT for any client requirements.
• Interfaces with customers as per requirement
• Conducts Need Analysis and shares feedback with the stakeholders.
• Meeting the monthly Conversion & Effectiveness targets
• Providing Feedback to the New Hires on Soft Skills and basic grammar
• Mentoring the New Trainers
• Participate in calibration of Trainers, QAs, and Voice Coaches within the team and with the TTBU training team
• Analyze and report findings for Process Training batches.
• Conduct refreshers basis TNA, publish and execute for 100% closure every month.
• Meet the training requirements of the BU basis TNA.
• Design & develop training processes (need identification to feedback and follow through) in consultation with the training teams.
• Track and report improvements

Key Skills and knowledge: 

• CAT Score of 6.2 or higher
• Excellent communication skills (English)
• Excellent facilitation and presentation skills
• Willing to work in a 24x7 shift environment.
• Analytical / Quantitative skills
• Planning and Decision making
• Ability to prioritize.
• Ability to meet deadlines.
• Multi-tasking
• Strong organizational and presentation skills
• Ability to work under pressure.
• Ability to drive initiatives to closure.
• Ability to deal with all levels of employees with different accents and dialects.
• OD experience will be an added advantage.
• Experience in the International Customer Service Process will be an added advantage.