Lead Associate - Process Training - Gurgaon

Job descriptionNew Hire Training for Process Batches and Training for other ProcessesConduct floor refreshers/update training for the agentsTNI and TNA to program the modules as per the process changes and needsConduct TNA through CSAT/EOE/Quality AnalysisFront-end Skill Management initiatives including coaching and trainingConduct periodic performance evaluation sessions with team membersTo take on other responsibilities like off boarding, on boarding etc.Identify Trainee strengths and build them and identify areas of improvement and provide concrete work plan for improvementControl absenteeism and attrition and motivate the teamAnalyze and identify internal/external customer requirements through data analysis and use training as a tool to resolve issues. Report accurate statisticsConsistently achieve or exceed targets on quality and numbers in training

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