Roles & Responsibilities:

• Developing training related content, such as digital presentations, manuals, and process flow documents.
• Preparing procedures and policies regarding sales techniques and appropriate agent conduct.
• Training experienced employees on new or updated procedures to improve their performance.
• Observing the daily operations of floor employees and identifying any areas of improvement
• Liaising with team leaders and managers to conduct on-the-job coaching
• Measuring the effectiveness of training sessions and preparing individual or team progress reports
• Conduct engaging and interactive training sessions for small and large groups
• Deliver process training to new hire batches as per the client requirements which may also include support during On Job Training, production support as an SME
• Design assessments to evaluate the participants’ understanding and knowledge retention
• Provide constructive feedback and personalized guidance to learners to support their learning journey
• Stay updated with the latest advancements and best practices in the technical domains covered and incorporate them into the training material
• Gather feedback from learners and use it to improve training content and delivery methods
• Work with other departments to gather TNA/TNI and close knowledge gaps with the help of refresher sessions and floor huddles
• Partner with subject matter experts to ensure training material accuracy and relevance