Process Trainer- Customer Support Bpo

Mohsina


WNS - Assistant Manager - Transactional Quality - Insurance Process
Mohsina • Pune, Maharashtra • via IIM Jobs
Full–time
No Degree Mentioned
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Job description
About the job:

- Responsible for driving performance to meet all Quality metrics, including SLA baselining, predictive SLA monitoring & reporting Drive & conduct audit compliance, robust root cause, remediation plans, ensuring adherence to contractually binding audit targets

- Deliver sampling and stratification strategy based on Compliance checks, Financial processes (volume & Value mix) Errors...
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Atidiv


Process Trainer- Customer Support Bpo
Atidiv • Pune, Maharashtra • via Jobs Trabajo.org
3 days ago
Full–time
Apply on Jobs Trabajo.org
Apply on CallCenterJob.co.in
Job description
**Job Title**:ProcessTrainer - Customer Support
• *Location: WFH Pune Only**, India

Shift: All shift (Should be comfortable with any shifts )
• *Job Summary**:As a Trainer for our Customer Support team, you will be responsible for designing, developing, and delivering training programs for our agents to ensure they are equipped with the necessary knowledge and skills to deliver exceptional customer service. You will work closely with our Operations and Quality Assurance teams to identify knowledge and skill gaps, and develop training plans to address them. In addition, you will be responsible for continuously monitoring the effectiveness of the training program and making adjustments as needed.
• *Responsibilities**:

- Develop and deliver training programs for our customer support agents, including new hire training, ongoing skills development, and refresher training.
- Identify training needs by analyzing customer feedback, quality scores, and other performance metrics.
- Collaborate with Operations and Quality Assurance teams to develop training plans to address identified gaps.
- Create training materials such as training manuals, presentations, and job aids.
- Conduct classroom training sessions and/or virtual training sessions using a variety of training methods, such as lectures, group discussions, and role-playing exercises.
- Monitor the effectiveness of the training program and adjust as needed to ensure that it remains relevant and effective.
- Stay up-to-date with industry trends, new technologies, and best practices in customer support training
• *Qualifications**:

- Bachelor's degree in a relevant field such as Business Administration, Education, or Communications.
- At least 3 years of experience in customer support training, preferably in a BPO or contact center environment.
- Excellent verbal and written communication skills.
- Strong presentation skills and the ability to engage an audience.
- Strong analytical skills and the ability to use data to identify training needs and measure effectiveness.
- Familiarity with customer support software and tools such as CRM systems and knowledge bases.
- Experience in healthcare, skincare, or other complex industries is a plus.
• *Perks & Benefits**:

- WFH (Pune Based only)
- Incentives & Allowances
• *Company Information**:
Introduction to company ATIDIV was built to ignite hyper growth. We are the solution for sustainable and scalable growth. Atidiv is a provider of data science, product development & offshoring solutions for internet and tech businesses. Founded in 200+, we have expanded to 4 cities: Pune, Bengaluru, Mumbai and Chicago. Today, we serve the movers and shakers of the tech ecosystem in over 30 countries in over

20 different languages. Today, our team is driving the evolution of content management, customer experience, media management, and data analytics for our clients that range from 50 person start-ups to

5000+ strong tech giants.
• *Job Types**: Full-time, Regular / Permanent
• *Salary**: ₹600,000.00 - ₹+00,000.00 per year
• *Benefits**:

- Health insurance
- Internet reimbursement
- Leave encashment
- Life insurance
- Paid sick time
- Paid time off
- Provident Fund
- Work from home

Schedule:

- Evening shift
- Monday to Friday
- Night shift
- Rotational shift
- UK shift
- US shift

Supplemental pay types:

- Performance bonus
- Shift allowance
- Yearly bonus

Application Question(s):

- Do you have experience in Process training and Ok with Any shift wfh in pune only
- Did you fill the above google form if not please fill it.
• *Speak with the employer**
++1 8+83+384+4
- Health insurance