International BPO Training Specialist

4 days ago

Hyderabad, Telangana, India Nexgenhiringexperts Full time
Job Summary

We are seeking an experienced Trainer with a strong background in international BPO environments. The ideal candidate will have over 8 years of relevant experience in product and process training, including soft skills.

Key Responsibilities
  • Training Delivery: Conduct product and process training with emphasis on soft skills and customer interaction.
  • Chat Process Expertise: Train teams on handling multiple chat formats, such as dual, live, and multi-chat.
  • Banking Sector Focus: Provide training on banking products, particularly credit/debit card services, including transaction management, fraud detection, and dispute resolution.
  • Content Creation: Develop and maintain training materials, including PowerPoint presentations and other learning aids.
  • On-the-Job Training (OJT): Implement and manage OJT programs, evaluating their effectiveness and making improvements where necessary.
  • Performance Evaluation: Monitor training results, including key performance indicators (KPIs), to ensure training meets business standards.
  • Curriculum Development: Continuously update training materials to reflect changes in products, processes, and industry best practices.
  • Evaluation and Feedback: Conduct Pre- and Post-Knowledge Tests (PKT), track performance, and provide feedback to trainees.
Qualifications
  • Experience: Minimum of 8 years working in an international BPO environment, with a focus on product and process training.
  • Banking Knowledge: Familiarity with credit/debit card services, including transactions, payments, and fraud management.
  • Communication: Excellent communication skills, both written and verbal.
  • Chat Support: Experience in training teams to handle dual, live, and multi-chat systems.
  • Training Techniques: Proficiency in Training Needs Identification (TNI), Training Needs Analysis (TNA), and On-the-Job Training (OJT).
  • Technology Skills: Strong proficiency in creating training content using Microsoft PowerPoint.

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