- Drive the main objective of Customer Experience enhancement at the partner location
- Govern and monitor all training process
- Create a Training plan based on forecasted operational numbers
- Trainer and Training process audits
- Responsible for quality at source - hiring, New Hire Training output on an ongoing basis
- Overlook the consultant life cycle at partner location - Hiring, Id creation, Training and on-floor performance
- Work closely with Ops / WFM / Quality peers in meeting business goals
- Work on 0 to 30 consultants and ensure 0 to 30 targets are met.
- Work with the Quality team on TNI and roll out refreshers
- Work on continual improvement of operations metrics through refreshers
- Drive training metrics (Dashboards, reports, EWS, RAG analysis)
- Conduct regular audits - (Infra, Training Curriculum, Training room, Trainer audits)
- Be responsible for knowledge management and high penetration of information on process changes, new process deployments
- Working on reducing the learning curve and improving go-live efficiency
- Direct efficient Knowledge Management Assessments
- Knowledge dip checks for trainers and floor
- Cyclic certification of trainers
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