Role & responsibilities

Responsibilities
- Facilitate engaging training sessions (classroom, virtual, and on-the-job) for new hires and existing associates, ensuring effective knowledge transfer.
- Analyze quality scores, customer feedback, and operational metrics to identify training needs and performance gaps.
- Design, develop, and deliver customized training programs based on identified business requirements and skill gaps.
- Monitor post-training effectiveness through assessments, performance reviews, and operational KPIs.
- Prepare and publish daily, weekly, and monthly training dashboards and performance reports for stakeholders.
- Maintain and update training records, certification data, and learning histories for all associates.
- Support current hires during the learning curve by providing coaching, mentoring, and floor support.
- Develop and maintain training materials, SOPs, process guides, and Knowledge Base (KB) articles.
- Collaborate with Operations, Quality, Workforce Management, and Client teams to ensure alignment with business objectives.




- Stay updated on marketplace policies, seller support processes, order management workflows, and customer experience standards.
- Conduct refresher trainings, calibration sessions, process update briefings, and Training Needs Identification (TNI) activities.
- Support associates under performance improvement programs (PIP/BQM) through targeted coaching and development plans.
- Track and monitor associate performance during the first 90 days to ensure successful onboarding and productivity attainment.
- Perform transaction audits, case reviews, chat/email audits, and live monitoring to evaluate associate performance.
- Ensure timely completion of training deliverables while maintaining training quality standards.
- Assist the Training Manager in defining, tracking, and reporting key training and business metrics.
- Act as a Subject Matter Expert (SME) or Team Lead backup when required by business needs.
- Provide f

📌 Trainer (Ahmedabad)
🏢 Tech Mahindra
📍 Ahmedabad