WhiteHat Jr - Soft Skill Trainer - Operations/Customer Experience

JD for soft-skills trainer - Operations/Customer Experience

Brief of the role -

The trainer is responsible for delivering customer-focused training to address the new hires and recursive training requirements in support of customer experience to ensure superior workforce preparation with best in class service and delivery. This position requires going through and attaining new hire training certification, content creation/review/modification as needed, and constant evaluation of the training program.

Job description -

- Responsible for functional direction of agents within the training environment, including trainee progress monitoring for the duration of the training, providing coaching and developmental feedback through mocks and ensuring workforce readiness by certification.

- Support and partner with the Operations/Customer Experience team for the transition of agents from training to the production environment, ensuring competency levels meet business expectations.

- Designing and developing training materials & utilising effective presentation and facilitation skills including creative training & learning techniques using a variety of training delivery techniques.

- Accountable for achieving individual training performance metrics & TNI/TNA across the production environment.

- Measure the effectiveness of training programs using various feedback methods like surveys that will lead to enhancement of training resources and programs based on results of the evaluation.

Candidate Preference -

- Education: Graduate/ Post-Graduate in any stream

- Desired Experience: 2 to 6 years in training

- Package: As per HR guidelines