Assigns appropriate pre-study work, as defined by client and Individual training organization

• Consistently and thoroughly completes required tracking and reporting tasks

• Communicates Trainee at Risk to Training Manager (attendance, assessment scores, success factors, activity results, etc.)

• Conducting outlier, Vitality and ad hoc client/process related training

• Support service levels by being productive whenever required

Training the new and old team members on SOPs

• Collaborating with teams for creating and designing new training content

• Monitor calls on Soft Skills, Process & Compliance Parameters

• Provide Coaching & Feedback to enhance agent performance.

• Analyze Audit data, Compliance, Communication & Process related data. Prepare & Implement action plans

• Keep the Floor advisors updated on new process changes/updates, improvement initiatives

• Monitoring and reporting on the effectiveness of training programs and implementing remediation programs

• Completes certification courses prior to conducting first training session

• Adheres to Agent and/or Representative training schedule and curriculum

• Delivering training assessments to trainees

• Train the New entrants on Process & Product knowledge

• Analyze the Coaching / Training needs of the new entrants & support them in delivery

• Conduct refresher/remedial training

• Support floor Training Initiatives: Resolution & Communication /Vitality Training

͏