ROLE AND RESPONSIBILITIES
FUNCTIONAL/OPERATIONAL:
Possess thorough knowledge of the Domain
Design Training curriculum
Develop Training material in the form of manuals and modules
Conduct detailed Voice & Accent training while keeping trainees alert and motivated
Conduct detailed Process training while keeping trainees alert and motivated
Deliver training sessions in adherence with process manuals and rigid training schedules
Provide weekly training updates and reports to the management as well as Business Units
Update process manuals
• Develop action plans for the bottom quartile
• Conduct gap analysis to better the current new hire training program
• Conduct side by side coaching/floor walk when not on training assignments and thus contribute to operational goals
• Participate in Calibration sessions with Client / Internal QA / Ops team and conduct sessions to provide feedback to the associates
• Conduct internal Quality check for new hires during OJT as per the requirement
• Conduct New Hire training and Process training as per the training schedule with a minimum average score of 95% for all the evaluations during Classroom training & average score of 98% during OJT
• Conduct Refresher training as per TNA(Training Need Analysis) within assigned processes
• Take initiatives for improving Operations performance
• Review & recommend improvement of training content on a quarterly basis

ROLE AND RESPONSIBILITIES
FUNCTIONAL/OPERATIONAL:
Possess thorough knowledge of the Domain.
Design Training curriculum
Develop Training material in the form of manuals and modules.
Conduct detailed Voice & Accent training while keeping trainees alert and motivated.
Conduct detailed Process training while keeping trainees alert and motivated.
Deliver training sessions in adherence with process manuals and rigid training schedules.
Provide weekly training updates and reports to the management as well as Business Units
Update process manuals
Develop action plans for the bottom quartile.
Conduct gap analysis to better the current new hire training program.
Conduct side by side coaching / floor walk when not on training assignments and thus contribute to operational goals.
Participate in Calibration sessions with Client / Internal QA / Ops team and conduct sessions to provide feedback to the associates.
Conduct internal Quality check for new hires during OJT as per the requirement.
Conduct New Hire training and Process training as per the training schedule with a minimum average score of 95% for all the evaluations during Classroom training & average score of 98% during OJT
Conduct Refresher training as per TNA (Training Need Analysis) within assigned processes.
Take initiatives for improving Operations performance.
Review & recommend improvement of training content on a quarterly basis.

HSC