Assistant Manager - Trainer
JaipurFull-timeMid levelPosted 5 months ago
Mid-level training role at Quess Career site in Jaipur.
About the role
Conduct new hire training (process, product, soft skills, and systems) for voice, non-voice, and blended processes Deliver refresher and upskilling programs to improve agent productivity and quality scores Design and update training materials including SOPs, decks, scripts, assessments, and job aids Conduct call monitoring, audits, and feedback sessions to identify training gaps
What you'll do
- Deliver refresher and upskilling programs to improve agent productivity and quality scores
- Design and update training materials including SOPs, decks, scripts, assessments, and job aids
- Conduct call monitoring, audits, and feedback sessions to identify training gaps
- Work closely with Quality and Operations teams to improve KPIs such as AHT, CSAT, FCR, and compliance
- Provide coaching and mentoring to improve communication, product knowledge, and customer handling
What you need
- SOP writing
- Communication