Core Focus Areas • Curriculum & Material Development: Designing, mapping, and maintaining SOPs, flowcharts, training manuals, and instructional modules for both external sellers and internal support staff. • Delivery & Enablement: Facilitating New Hire Training (NHT), cross-functional workshops, and refresher programs to drive ease of doing business and operational compliance. • Performance & Analytics: Tracking key training metrics including Throughput, First Pass Percentage (FAP), CSAT, Call Quality, and Product Test scores, while using Training Needs Identification (TNI) to close performance gaps. • Stakeholder Management: Partnering with Operations, Quality, and Client teams to align training deliverables with operational risks and business goals. Role Requirements Snapshot CategoryKey RequirementsEducationBachelor’s degree in any stream.ExperienceMinimum 3 years of experience as a trainer in a reputed organization (Customer/Seller Service, across voice and non-voice channels).CertificationsTraining and facilitation certification required.LanguagesFluent written/verbal English and spoken Hindi.Technical SkillsAdvanced MS Office (Excel, PowerPoint), process flowcharting, SOP management.Core CompetenciesTNI analysis, root cause analysis, floor coaching, multi-shift flexibility, independent execution.