Trainer

Roles and Responsibilities

 Monitor and analyze customer interactions (chats, e-mails, calls & social media posts) across

various LOB’s

 Gives constructive feedback to associates and derive action plan

 Free flow written communication skills and excellent oral skills required

 Should be able to analyze gaps and strategize to meet KRAs

 Root cause analysis to identify opportunities to improve customer experience

 Provide actionable data to various internal support groups as needed through reports and analysis

 Understands process/function goals and help the team to achieve them

 Completing Call Monitoring and Feedbacks as per SLA or Internally defined

 Conducting Calibration Sessions and initiating Action Plans for reducing Variance

 Demonstrate expertise in functional knowledge and the ability to apply them in the aligned project

 Ability to coach associates and peers on Quality tools pertaining to the project

 Is able to understand the impact of individual performance to meet / improve own targets

 Coordinating with the client on process related issues & updates

 Ensure Adherence To Process Quality SLA's

 Listens & clearly presents information

 Presents appropriate information in a clear and concise manner, both orally and in writing.

 Takes others’ perspectives into account when communicating, negotiating or presenting

arguments

 Adapts communication style to suit others

 Demonstrates high levels of integrity and personal standards in all work related situations

 Report to work at the agreed-upon time, ready to work with a cooperative and positive attitude

 Works with Cross-Functional Teams to ensure that both internal and external customer needs are met

EDUCATION AND EXPERIENCE

 Graduates or Under Graduates.

 2-3 Yrs. with financial/Telecom Product Selling background.

 1 or more years in the relevant role.

• It is a Full Time Trainer job for candidates with 1 - 2 years of experience.