Process Trainer

3 days ago

Mumbai, India TP Full time

Training & Capability Building • Conduct Training Needs Identification (TNI) in alignment with GPL’s Learning Framework, QMF standards, and Zonal CC feedback.• Design, develop, and deliver role-specific and skill-based training for Sky RMs including onboarding, refreshers, communication, and collections capability modules.• Integrate GPL training requirements such as Alchemy modules and LMS learning journeys within Sky RM learning plans.• Collaborate with the HO L&D and Zonal Training Teams to ensure consistency of learning outcomes for Sky RM. • Create facilitator guides, e-learning modules, videos, and quick reference tools for both virtual and hybrid learning formats.• Monitor knowledge retention, learning transfer, and post-training performance improvement through periodic assessments and audit scores.• Drive continuous learning culture through micro-learning, refresher capsules, and “trainthe-trainer” sessions for Sky RM TL or High Potential Sky RMs in line with GPL standards. Collections & Customer Experience Enablement• Develop modules that integrate customer lifecycle communication, collections negotiation skills, and defaulter recovery frameworks. • Conduct role-plays, simulation exercises, and live call calibrations focused on improving customer engagement, conversion, and empathy.• Train Sky RMs on NPS calling, handling detractors, and leveraging promoter relationships for referrals and testimonials.• Support the adoption of digital service tools,Aspect Telephony, and Customer Communication Templates). Governance, Compliance & Quality Audits• Conduct training audits and skill certifications to ensure all Sky RMs meet GPL quality and communication standards.• Align all training materials and delivery methods with GPL brand guidelines, tone of voice, and compliance frameworks (SOC2, GDPR).• Review and validate customer communication templates to ensure accuracy, empathy, and adherence to process SOPs. • Maintain detailed documentation for audit readiness, reporting completion rates, and feedback effectiveness metrics,Location-Malad Aspee,Salary upto 6LPA,Should be from a BPO company,

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