Product & Process Trainer

Job Description

Description:Location & RoleLocation: Turbhe (Partner Location) & ChennaiTravel: The role involves travel to partner locations and other business sites, as required.Department: Training & Development / Customer ExperienceReporting To: Training Manager / CX ManagerExperience: 3-5 YearsIndustry: NBFC / BFSI / Contact CentreEducation: Any GraduateKey ResponsibilitiesDeliver new-hire, refresher and remedial training on products, processes, CRM, SOPs, call flows, escalation matrices and scripts.Ensure 100% communication and coverage of all product/process updates on the floor; maintain coverage MIS, attendance, assessments and pending-closure trackers.Handhold partner trainers through train-the-trainer sessions, teach-backs, classroom observations, coaching and content support.Manage the complete OJT journey from Day 1 until handover to Operations, including schedules, attendance, daily performance, RAG status, call-listening observations, coaching records, assessments and final certification reports.Identify training needs through QA findings, floor observations, self-identified call listening, customer feedback and performance data.Conduct call listening, live barging, mock calls, role plays, calibrations, side-by-side coaching and real-time feedback.Coach advisors on customer handling, FCR, NPS, retention, objection handling, empathy, ownership and communication skills.Track training effectiveness through pre- and post-performance metrics such as Quality, NPS, FCR, AHT, talk time, conversion, productivity and process accuracy.Collaborate with Operations, Quality, Workforce, Product and other stakeholders to align interventions with business requirements.Create and update presentations, facilitator guides, FAQs, assessments, quick-reference guides and training dashboardsRequired SkillsExcellent communication, presentation, and coaching skills.Experience in contact centre training, OJT, call monitoring, and MIS.Proficient in MS Excel, PowerPoint, Word, CRM, and LMS.Strong analytical and stakeholder management skills.NBFC/BFSI domain experience preferred.Additional DetailsNumber of Vacancies: 2Locations:o Turbhe & KurlaCandidates should be flexible to travel between both locations.Travel reimbursement will be provided.Bus facility is available from Turbhe and Kopar Khairane stations.o ChennaiWorking Days: Monday to Friday (Alternate Saturdays Off)Working Hours: 9:30 AM to 6:30 PMGender Preference: Male / FemaleInterview Process: Face-to-FaceAge Criteria: Up to 40 yearsContract period, auto-renewable or not: 1 year. Can be renewed with evaluation.On Third Party Payroll (Talisman HR)Interested can share updated cv hidden_email Whats app : hidden_mobile

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