Customer Experience Specialist
5 days ago
As a Training Specialist in Banking Customer Care, you will play a critical role in supporting our organization's strategy and driving business growth through effective training and call quality improvement initiatives.
Key Responsibilities:
- Manage and support a team of Universal Coaches and/or drive training controls and projects with the agents population.
- Onboard new employees to comply with client internal processes.
- Create IDs and credentials for Genpact and the client.
- Deliver and facilitate training using various delivery methods across new hire and tenured participants.
- Oversee day-to-day team activities.
- Analyze evaluated calls and identify gaps impacting KPIs.
- Conduct calibration sessions with Supervisors and Team Leaders, facilitating synergy sessions/team huddles to communicate updates and TD/MTD performance.
- Develop and implement training strategies impacting site CQ metrics, decreasing defects and regulatory violations, and other key performance metrics.
- Enforce Genpact's guidelines and policy across operations teams.
- Stay updated on best practices to maintain a continuous improvement environment and added value to Genpact and its clients.
- Create training documentations/learning documents.
- Conduct Process Knowledge tests as per agreed schedules.
- Drive consistency and best Practice Sharing of Standard Training Practices across domains, verticals, and LOBs.
- Maintain up-to-date knowledge of systems, products, and services to up-skill teams continuously.
- Identify and analyze knowledge/skill gaps and performance improvement opportunities, assessing relevant training needs in consultation with Ops Leaders, including assessment methods and measurement systems entailed.
- Support documentation of processes for compliance parameters and audit requirements.
- Create and Update Monitor and report Performance dashboards, metrics etc.
- Develop self and maintain knowledge in relevant fields at all times.
- Perform training needs analysis.
- Facilitate new hire training, coaches, and conducts performance evaluation of trainees.
- Cooperate with hiring to improve quality of hires.
- Provide weekly training updates.
- Perform production activities to stay up to date with product/process changes and make necessary updates to training material.
- Work closely with clients and internal teams to develop new or update existing training content periodically.
- Train other team members regarding daily tasks whenever necessary and requested by the manager.
- Update working procedures periodically.
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