Key Responsibilities
Current Hire

Training (NHT)
Deliver end-to-end current 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.
Process &
Product Training
Conduct refresher trainings on service changes, recent features, promotions, and policy updates.
Partner with Operations and Quality teams to address performance gaps through targeted training.
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.
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.
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.
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 (India)
🏢 GlowTouch
📍 India