Key Responsibilities

1.

Current Hire

Training (NHT)

- Deliver end-to-end new hire training covering product knowledge, tools, troubleshooting flows, call/chat handling, and customer experience.

- Train agents on broadband, Wi-Fi, routers, device connectivity, app login, and speed-related issues.

- Ensure agents are production-ready before floor deployment.

2. Process &

- Product Training

- Conduct refresher trainings on service changes, new features, promotions, and policy updates.

- Partner with Operations and Quality teams to address performance gaps through targeted training.

3. Technical &

- Troubleshooting Enablement

- Coach agents on effective issue diagnosis, step-by-step troubleshooting, and first contact resolution.

- Train agents on proper escalation handling and documentation in CRM/ticketing systems.

4. Soft Skills &

- Customer Experience





- Train agents on communication skills, empathy, active listening, objection handling, and service-to-sales conversations.

- Reinforce quality guidelines, compliance requirements, and customer-first behaviors.

5.

Training

Evaluation &

- Reporting

- Conduct knowledge checks, mock calls/chats, and certification assessments.

- Track training effectiveness through post-training performance metrics and feedback.

- Maintain training materials, assessments, and attendance records.

6.

Stakeholder

Collaboration

- Work closely with Operations, Quality, and Team Leads to align training goals with business objectives.

- Support nesting/buddy programs and floor support during go-live phases.

📌 Walk-in || Process Trainer (Hyderabad)
🏢 GlowTouch
📍 Hyderabad