QUALIFICATION:

 2 years of Training Experience in a BPO set-up (required Healthcare)Only 

CORE RESPONSIBILITIES

 Train new hires or existing employees in a class-room based set-up on Contact

centre work and basics for a US Healthcare client.

 Conduct multiple trainings for new hires and manage nesting/on-the-job-training

along with certification process and collaboration with operations.

 Maintain the training effectiveness above the required threshold by holding

strong governance process in training.

 Ability to read through various standard operating procedures and communicate

the extracts to the trainees clearly.

 Identify gaps between internal process and customers’ expectations to help

business produce the desired outcome.

 Liaison with QA to calibrate process knowledge and other departments of the

business as required.

 Conduct workshops for project team members on recent update and US

healthcare industry trends.

 Perform user acceptance testing for any new process rollouts / automation in the

program.

 Provides refresher training for bottom quartile.

 Support the team by performing floor trouble shooting to ensure all relevant

queries are tracked and answered appropriately.

 Periodic knowledge calibration with client and internal functions.

Value-Add Responsibilities:

 Create content / training material for effective training

 Revamp the training materials to suit the need of current business and easy

understanding / knowledge transfer to trainees.

 Proactively provide TNI intel to the line manager and business

 Conduct and assist timely interviews from a training point of view, if required on

need basis

 Keep abreast of latest training domain expertise from the market and share best

practices

 Maintain and publish training related reports on a timely basis with the

stakeholders

Essential Knowledge:

 Knowledge of Training techniques and presentation skills.

 Ability to guage comprehension competency of the trainees and customize

training content delivery.

 Knowledge of customer service principles, techniques, systems, and standards.

 General knowledge of Training Domain.

Essential Skills:

 Must be fluent in communication, both verbal and written to deliver the training

content in best presentation mode

 Leading, Controlling and Coaching training batches (both ways- in person and

virtually if required)

 Flexibility is a must for night shifts, rotation, rest days to match as that required

by the business

 Organize, prioritize, and schedule training assignments and projects.

 Foster a cooperative work environment.

 Skill in examining of trainees and adapting training delivery.

 Coaching Skills.

 Consultative and Socially Confident.