WORK BRIEF:

This role requires skills for developing talents and bringing them up the learning curve

to best potential to meet the minimum standards of our Healthcare client (US). This role

would need to be knowledgeable about adult learning principles/techniques and hands

on to handle client specific training, modules, refreshers with swift content delivery in

mind for the learners.

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.