Process Trainer

Key Responsibilities and Accountabilities

1. Conduct training sessions for new hires on product, process details including aspects around compliance, communication.
2. Conduct refresher sessions for existing employees on current processes and any recent updates
3. Provide coaching & feedback to enhance agent effectiveness on call/chat/emails.
4. Analyze new hire OJT training audit data, compliance, communication & process related data. Prepare & implement action plans for increased throughput of training
5. Analyze the coaching / training needs of the agents & support them in delivery.
6. Participate in calibrations, call listening, chat/email reading sessions to ensure consistent scoring & feedback delivery approach
7. Keep the agents updated on new process changes/updates, improvement initiatives.
8. Develop action plans and report out the improvement process in business reviews.

Skills & Knowledge

1. Graduate/Post Graduate with 3 – 5 yrs experience which should include at least 2 yrs experience in Securities domain/financial services
2. Experience in soft skills, voice and accent training is desirable
3. Should be excellent in written & oral communication skills
4. Result-oriented individual who can excel in a fast paced organization in a dynamic industry
5. Should possess an analytical bent of mind
6. Should have sound technical knowledge of English communication, annotations, syllables, punctuation etc.
7. Excellent in presentation feedback and coaching skills