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