IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.
About The Job
The Product Trainer is responsible for delivering process training content to the recent hires using different learning platforms to increase learners' engagement, knowledge, skills, and efficiency.
As Product Trainer, You Will…
Training/Abay Management: Define any barriers and execute batches in line with the given metrics and deadlines
Maintain a repository of recommended answers
Assist in creating training material
Prepare worksheets and other job aids for associates' reference
Coach trainees and agents in language and sales techniques and strategies
Create content for stakeholders/clients
Conduct training sessions for associates
Conduct Sale driver analysis from a Sales and soft skills perspective
Analyze knowledge gaps with SMEs and QAs
Review and improve training content.
Create and implement client and internal reporting systems, as well as procedures for day-to-day operations and performance monitoring
Support production associates on a real-time basis
Collate chats for future reference
Perform a monthly Training Needs Analysis (TNA) to pinpoint issues and fill in any gaps
Conduct tests/assessments before and after the training interventions
Participate in calibration meetings (internal and external)
Develop action plans for the bottom quartile and ensure that they move up the learning curve by means of special coaching/ conducting refresher training
Broadcast the updates to the floor
Conduct small group training sessions
Conduct chat readout sessions for the associates
Recommend corrective and refresher courses to be assigned based on associates’ performance on the floor
Participate in weekly business reviews and provide input as asked for
Roll out knowledg