Key Responsibilities
- Conduct induction and onboarding training for current customer care executives.
- Deliver process, product, customer handling, and communication training sessions.
- Develop training materials, SOPs, presentations, and assessment modules.
- Monitor trainee performance and provide feedback for improvement.
- Conduct refresher training sessions for existing employees.
- Evaluate training effectiveness through tests, audits, and performance tracking.
- Coach employees on customer interaction, complaint handling, and escalation management.
- Ensure adherence to company policies, quality standards, and compliance requirements.
- Collaborate with operations and quality teams to identify training needs.
- Maintain training reports, attendance records, and performance data.
- Support employees in improving productivity, communication, and customer satisfaction scores.