· Conduct New Hire Training (NHT) covering process, product, and system knowledge.
· Deliver refresher and performance-improvement training based on data insights.
· Use interactive and engaging training methods to ensure high knowledge retention.
· Design, update, and enhance training manuals, SOPs, scripts, and knowledge bases.
· Align training content with client expectations, product updates, and process changes.
· Conduct tests, quizzes, mock calls, and role-plays to assess trainee performance.
· Provide constructive feedback and create personalized improvement plans.
· Track and report training effectiveness using KPIs and performance metrics.
· Work with Operations, Quality, and HR to address performance gaps.
· Identify improvement opportunities and recommend effective solutions.
· Stay updated on industry trends and sales best practices.