Timings: 9 hours rotational shift between 10 AM to 11 PM Responsibilities:
The individual is responsible for onboarding new hires, conducting process and soft skills training, and improving agent performance through continuous learning initiatives.
Conduct process training for current employees
Deliver refresher and upskilling sessions
Develop training content and learning materials
Evaluate trainee performance through assessments
Identify performance gaps and recommend interventions
Coordinate with operations and QA teams
Support agents during nesting and transition phases
Track training effectiveness and learning outcomes
Reduction in repeat errors Skills Required:
Proven experience with Call/chat/email quality auditing
Excellent written and verbal communication skills (English and Hindi)
Knowledge of SOP and process compliance monitoring
Customer interaction analysis
Ability to perform RCA (Root Cause Analysis)
Knowledge of CSAT and quality improvement techniques