Company: ATS Services is a leading service provider in the Indian BFSI Industry. We inculcate a work environment that promotes diversity, embraces change and provides leadership opportunities. We provide consulting, services and IT solutions to our customers in the areas of credit & risk, risk analytics, development of scorecards and segmentation models, collections for retail and B2B Customers, Insurance retention and a variety of IT solutions in the areas of credit MIS, business intelligence and business process consulting and automation.

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- Provide training and instruction to customer service representatives to ensure successful performance of job duties.
- Develop online and in-person course curriculum for all job functions.
- Provide feedback to managers on the performance of staff members.
- Train new employees or retrain experienced staff members.
- Maintain a training program schedule and calendar
- Provide training to new and additional locations as needed
- Develop and implement new training programs as needed
- Provide accurate and timely training and support to recent staff to ensure successful implementation of key processes and policies
- Coordinate with senior-level call centre members to ensure proper usage of consumables and schedule staffing according to call volume
- Update and maintain material inventory, PPT, etc.
- Developing call centers' education materials, such as digital presentations, how-to manuals, and instructional videos.
- Preparing procedures and policies regarding sales techniques and appropriate agent conduct.
- Scheduling and conducting training sessions on various banking, insurance topics to prepare and support new employees.
- Training experienced employees on new or updated POSH, ISO procedures to improve their performance.
- Observing the daily operations of call center employees and identifying any areas of improvement.
- Liaising with team leaders and managers to conduct on-the-job coaching.
- Measuring the effectiveness of training sessions and preparing individual or team progress reports.




- Creating and managing the training calendar and budget.
- Ensuring employees keep up their productivity and maintain high levels of customer satisfaction.
- Perform other duties as required by supervisor

1. Must have worked in an insurance company ideally in customer facing or intermediary facing roles.
2. He/she should have some certification from IRDA or any reputed insurance training institute, should have strong understanding of main insurance principles and how these are applied, should have thorough knowledge of all personal insurance products (Life and General), underwriting and claims processing.
3. Corporate training experience would be an advantage.
4. Should be familiar with different group training methodologies such as role plays, group discussion, group presentation, peer to peer learning and so on.
5. Should be up to date with latest regulatory developments, especially those involving process changes (eg eKYC), new types of insurance products and technological advancement in insurance industry.

Desired:

- Good communication skills
- Good understanding of targets, KPIs etc
- Strong Analytical skills
- Should be well versed in excel and other MIS tools.
- Team Handling experience. At least 2 years outbound telemarketing experience as a team leader. Min exp 8 years to 12 years
- Leading, managing and motivating a tele-sales team to implement a sales strategy and meet agreed targets.
- Experience in BFSI domain will be an added advantage
- Be able to drive sales
- Work Experience in Retention / Insurance domain will be preferable.
- Bachelors degree
- Should be well versed in English
- Ability to train all levels of customer service representatives
- Strong interpersonal, communication, and presentation skills
- Ability to train with presentations, videos, and hands-on exercises
- III Certification or IRDA Accreditation in training or facilitation required,
- Must have 4 to 5 years of training experience in insurance BPO/BFSI sector.

Education: Graduate, Postgraduate , Six Sigma / Yellow Belt certified

Email cv - [email protected]

📌 Training and Quality Manager (Faridabad)
🏢 ATS Services
📍 Faridabad