Role & responsibilities
Conduct training sessions for current hires on product, process details including aspects around compliance, communication.
Conduct refresher sessions for existing employees on current processes and any recent updates
Provide coaching & feedback to enhance agent effectiveness of call/chat/emails based customer service teams
Analyze current hire OJT training audit data, compliance, communication & process related data. Prepare & implement action plans for increased throughput of training
Analyze the coaching / training needs of the agents & support them in delivery.
Participate in calibrations, call listening, chat/email reading sessions to ensure consistent scoring & feedback delivery approach
Keep the agents updated on new process changes/updates, improvement initiatives.
Maintenance and upkeep of process documents repository
Sharing of Trivia and Process updates on routine basis




Coordination and tracking of training delivery at partner locations

Preferred candidate profile
Graduate/Post Graduate with 3 - 5 yrs experience which should include at least 2 yrs experience in Securities domain/financial services
Experience in product, process training delivery for service teams
Should be excellent in written & oral communication skills
Excellent in presentation feedback and coaching skills
Should possess an analytical bent of mind
Experience in soft skills, voice and accent training is desirable
Knowledge of English communication, annotations, syllables, punctuation etc. as part of soft skills training
Result-oriented individual who can excel in a rapid paced organization in a dynamic industry

📌 Walk In Trainer Thane
🏢 Kotak Securities (KSL)
📍 Thane