Job Description

Process Trainer :

Key Responsibilities :

New Hire Training (NHT) :

  • Facilitate the onboarding process, covering company culture, product knowledge, tools

and soft skills.

  • Facilitate training courses in both live and on-line environments
  • Spend time on the floor (nesting) to assist new agents during their first few days of live

calls.

  • Throughput Management: Ensure that trainees meet the required certification standards

before moving to the live production floor.

Content Development:

  • Create and update training modules, and role-play scenarios based on process

updates.

  • Collaborate with the QA team to identify skill gaps and design 'refresher' training

session on Training Needs Identification (TNI)

Effective Tracking:

  • Monitor the performance of trained batches...

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