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Deliver new-hire, process, cross-skill, upskill, and refresher training for international voice teams.Develop training plans, lesson plans, facilitator guides, learner materials, assessments, and certification criteria.Conduct engaging training through demonstrations, role plays, mock calls, case studies, and practical exercises.Train associates on complex-query handling, probing, active listening, empathy, de-escalation, retention, and difficult conversations.Coach associates on complaints,…
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