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Process Trainer Generic

squadstack · 30+ days ago
Negotiable
Full-time
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Trainer’s Requirement and Skills:

  • Bachelor’s degree or equivalent
  • Should have training or sales training background with at least 2-3 years of experience minimum
  • Prior BPO experience as a Trainer would be an added advantage.
  • Experience in education or the health industry would be an added advantage
  • Knowledge of learning and development trends and best practices will be an added plus
  • Excellent presentation skills
  • Excellent written & spoken communication skills Expert in Word, PPT, Excel tools & MIS, and data management
  • Curiosity to learn and leverage new learning tools, systems, or methods of working
  • Prior experience in LMS would be an added advantage
  • Multiple Regional language abilities would be an added advantage

Role Expectations:

  • At scale, every trainer will be assigned to 4-5 businesses at a time and will report to a Training Manager.
  • Process trainers will own agent performance ( Definition of Performance: Quality and Conversion of the Agents ) in a business assigned to them
  • A trainer should dedicate time to listening to call recordings, updating scripts and other process materials etc, to keep on continuously improving the sales outcomes from the campaign
  • Should be able to look at numbers/ data on dashboards and track and manage the performance of their agents

Responsibilities:

  • Collaborate with cross-functional teams to ensure training material / content quality and accuracy
  • Review the performance on dashboards and share feedback with the agents, coach them on a regular basis, and recommend improvements in the product and process
  • Drafting and making necessary updates to training material (product deck, call script, FAQs, etc)
  • Work with the content team to help validate the documents based on absorbance and feedback from the trainees
  • Keep updated with relevant information on customers’ products and processes
  • Shadow agents to stay up to date with internal app/web-app product/process changes and challenges
  • Provide insights and instant feedback for correction and keep an eye on potential quality issues
  • Update details such as Training MIS, Training Calendar, Dashboard, etc. for all your training sessions on a regular and timely basis
  • Utilize effective training activities like role plays, discussions, and mock/practice calls to strengthen the agents' skills
  • Attend calibration sessions with the customer and other team members/ stakeholders from time to time, to obtain feedback on your process and decide on an action plan to improve/mitigate the same
  • Perform other tasks requested by the manager to reach team objectives or the company’s objectives based on current needs

Logistics

  • Compensation: 3.5 -5 LPA. ( initially on a contractual basis for the first 6 months and then will be absorbed into direct payroll basis performance )
  • Joining Date: ASAP

Last updated on Mar 5, 2024

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