A1 to A2 • Average PMI (last 6 months)/PMS rating 3 and above • Min 1 year in current role • No Warning Letter issued in the past 3 months • E-learning mandatory courses certified wherever applicable Role statement (summary of the role): 1. Able to communicate in Hindi & English 2. Instructing new hire and conducting process specific training 3. Conducting refresher/ corrective trainings 4. To implement the training curriculum successfully and in a timely manner 5. To achieve a desirable training output 6. Review existing training materials and make revisions, as necessary, as per instructional design 8. Develop classroom agenda, timelines and content flow as necessary to deliver effective training to participants 9. Monitor progress of new hires during OJT days post classroom 10. Monitor calls and provide feedback to the agents on the floor 12. TNA & TNI for the on floor agents 13. Conducting timely assessments & refresher training as and when required 14. Evaluating calls through Remote / Side by side methodology for new hires post classroom training 16. Generate training reports 17. Giving structured feedback 18. Hold calibration sessions to ensure standardization of the learning systems 19. Consulting teams to achieve classroom innovation 20. To contribute towards building an excellent training delivery team 22. Good analytical Skills. 23. Maintain SOPs and update SOPs every once a quarter. 24. Must have the ability to work under pressure & in an unstructured environment. 25. Managing retention & attrition during training. 26. Ability to execute training tasks/ assignment on short notice 27. Interact with the Quality and Operations to identify, screen and execute process improvement plans 12/undergraduate