TL/QA/Process Trainer Jobs in Hyderabad - Teleperformance
TL/QA/Process Trainer
Job Description
- Minimum Qualification Graduate
- Years of Experience 1 to 2 Years of Banking Domain Call Centre Experience - Quality
- Job Responsibility Monitor calls as per the prescribed guidelines and as per the schedule
- Provide feedback to teams on the basis of their performance
- Conduct briefings for teams
- Conduct floor improvement activities on a regular basis
- Identify unethical practices/behaviour and highlight
- Inputs to be provided to meet the operational goals
- Ensure regular meetings with Quality TL (weekly) & (monthly) to be informed of any developments relating to the performance of the team and updates received
- Attend call calibration sessions
- Business Intelligence and Analytics
- Bottom Quartile Management
- Generate the Quality reports and communicate the same to the Quality Supervisor as per the guidelines
- Skills Required Good Interpersonal Skills
- Good Presentation skills
- Should have knowledge in MS Excel, MS Word and PowerPoint
- Should be able to identify situations, reasons which may impact the business and end user
- Specific domain Knowledge - Call centre Banking Domain Sales
- Understanding on knowledge on 7 Quality Tools (Pareto / Cause and effect / Flow chart etc…)
- Minimum Qualification Graduate
- Years of Experience 1 to 2 Years of Banking Domain Call Centre Experience - Training
- Job description To train the new recruits on product and process/soft skills/voice & accent and bring them up to the expected bench mark, before they hit the floor.
- Ensuring Improvement of Quality Scores of Dos
- Custodian of Process and Product document
- Responsible to maintain the version control document for the respective up to date updated process and product
- Responsible for complete the training within the defined time frame and handover to sales
- Responsible for conducting refreshers training program based on the training need analysis shared by the Transactional Quality team
- Responsible for Process Improvement Plan (performance management)
- To ensure that the agent numbers from a New Hire team who enter the re certification in Nesting \stage is maintained at the lowest
- Has to ensure that all the data relating to training are populated in the Training event management within time frame agreed upon.
- Utilize the Web based training at the centre
- Coordinate for the logistics requirement forth training at the respective centre.
- Responsible for the certification of the new hire trainings at the respective centre
- Responsible to increase training through put for the respective batch.
- Responsible for calibrating & shadowing of Trainees on a regular basis.
- Responsible for the MIS for the aligned process
- Responsible for the training deliverables) for the aligned process only
- Any additional project that the function would carry out which would facilitate training and re skilling. This could change from quarter to quarter, like development of e-learning modules, SAP initiative etc.
- Banking Domain Knowledge
- Skills Required Excellent communication skills
- Good written communication skills
- Good content delivery skills
- Good people management
- Good Presentation and preparation of training contents/scripts and modules
- Should be able to identify the deviation in process or product and correct it with proper corrective and preventive measures
- Specific domain Knowledge - Call Centre Banking Domain Sales
Job Particulars
About Company
Teleperformance SE is an omnichannel company headquartered in France.[1] The company specializes in outsourced omnichannel customer experience management, also known as Business Process Outsourcing(BPO).[2] The company provides customer acquisition, customer care, technical support, debt collection, social media, and other services around the world. Teleperformance has 300,000 employees[3] across 350 contact centers in 80 countries and serves over 170 markets.[4][5] Countries in which Teleperformance operates include France, Lebanon,the United Kingdom, Albania, Brazil, Chile, Philippines, Guyana, India, China, Canada, Mexico, Colombia, Norway, Italy, Greece, Portugal, the United States, Dominican Republic, El Salvador, Australia, the Netherlands, Suriname, Egypt,United Arab Emirates, Romania, Russia, Sweden, Germany, Poland, Slovak Republic and Czech Republic.[6][7]
Teleperformance is one of the world's largest BPO companies; it is valued at $5.3 billion.[8]