Job Summary
Delivers all required training programs that may include end to end new hire training (Pre-Process, Voice and Client-Specific process training), continuous learning, company background and industry policies. Ensures that agreed proficiency levels are met upon agents’ graduation from the training. Training Lead Analyst is considered as a Process Expert and expected to take lead on transformation and process improvement initiatives.
Main departmental relationships: Operations Team, Quality Analysts, Recruitment Team, Transitions Team, PMO and other support functions
Client/vendor relationships: Internal and External Stakeholders
Key Responsibilities
Major Responsibilities
Process Training Support:
- Collaborate with process trainers to align voice and accent training with process-specific content.
- Assist in developing training content and materials to ensure consistency and effectiveness.
- Conduct joint training sessions where relevant to bridge the gap between language skills and process knowledge.
Training Enhancement:
- Continuously update and improve training materials and methodologies.
- Stay informed about industry trends and best practices in voice and accent training.
- Support process trainers in enhancing overall training effectiveness.
Process Expert
- Act as a subject matter expert in the processes, ensuring training content aligns with industry best practices and company standards.
- Collaborate with cross-functional teams to identify training needs and design targeted programs to address them.
- Work closely with internal and external stakeholders to understand business goals and align training strategies with organizational objective.
Stakeholder and Client Relationship Management
- Develop strong internal and external relationships.
- Align internal and external customer expectations with the current capability and capacity of the team; proactively support the discovery of alternative solutions when there is a constraint.
ADHOC
- Provide accurate, timely, and professional reports to senior management for historical analysis, account status, and forecasting purposes.
- Provide best effort and cooperative spirit on special projects outside regular account responsibilities when/if requested.
Participate in business meetings and general inputs in day-to-day improvements.
Skill Requirements
Additional Skills Required
Languages- English (Verbal and Written) WITH Proficiency Level 90%/C1 and MS Suite Power Point, Excel, Outlook, Word, Teams with Advanced
Education Requirements: Minimum 4 Yr. degree -BS/BA or 3 to 5 years of Voice and Accent Training experience
Preferred 3-5 years of work experience
Other Requirements
Candidate Background: Skills, Knowledge, and Abilities:
Essential/Preferred/Minimum Skills, Knowledge, Abilities and Experience
Essential- Excellent written and verbal communications skills
Essential- Proven Time Management skills and techniques
Essential- Module and Assessment Development
Essential-Strong analytical/thinking skills
Essential- Ability to assess issues, define causes, and prioritize/execute solutions – problemsolving skills.
Essential-Proven/demonstrated self-initiative, ability to work independently & in team environment, self-motivated and results oriented.
Essential- Strong presentation, listening, organizing, and planning skills; Highly proficient in time management, planning & prioritization.
Essential- Demonstrated ability to work collaboratively & lead in a fast changing and flexible environment
Minimum- Ability to lead and inspire individuals and teams in direct, shared, or virtual roles
Preferred-Ability to work with minimal supervision, highly self-motivated
Preferred-Client and Stakeholder Management
Preferred-Demonstrable ability to operate at prime customer contact level
Preferred-Knowledge of Visio & MS Project
Preferred-Proven experience of cross-functional working
Preferred- Project coordination/management knowledge and experience