Job Description

Role: The DM Training role is responsible for developing and delivering high-quality training programs that focus on quality and customer service. This self-motivated and self-starting individual will work in a fast-paced, team environment, utilizing strong time management, communication, and multitasking skills to effectively engage with people at all levels, both internally and externally. Reports into: Manager/ SM Training Job Responsibilities: • Plan batches w.r.t NHs and Refresher training for the projects assigned. • Review Existing Training Materials and Identify need for updating the same. Should be able to create new content as and when necessary • Help in designing KRAs for the team and periodically review trainer performance vis a vis production performance at regular intervals. • Conduct and periodically review contents of the initial training of new Agents, including good phone practices, general customer service skills, listening skills, de-escalation skills, and call center policies and procedures along with the trainers designated to the projects/process. • Develop Refresher training plans based on Training needs for existing Agents to help prepare them for call taking and improving current standards of Quality. • Using trending data from Quality Assurance reports create one-on-one or group training to resolve training discrepancies; • Evaluate client’s training requirements and establish training goals/completion milestones for the trainers and process.