Process Trainer

4 days ago

Bengaluru, India One Sigma Technologies Full time

**BENGALURU /**

**OPERATIONS /**

**FULL-TIME**

**/ ON-SITE**

**About Simpl**

Simpl is India’s fastest-growing 1-tap checkout network meant to make payments invisible and money intelligent. Simpl is on a mission to empower merchants to build trusted relationships with customers, one transaction at a time. With more than 20,000 available merchants and 25 million-plus users pan-India, Simpl envisions creating a frictionless and inclusive digital payments experience for India that empowers and fosters trust between merchants and their customers.Simpl is a consumer experience platform providing a full-stack solution for e-commerce conversion. It enables merchants to give customers 1-tap checkout, buyer protection, and a pay-later facility to allow them to feel safe and trusted when shopping online. Through Simpl, merchants can provide consumers with an easy, safe, and intuitive user experience.**Purpose of the role**:
The role of a trainer is to train new hires, experienced / lateral hires on domain
- product and process knowledge. Upskill or cross skill team members.**Key Accountabilities** - Training**Content**:

- Possess domain and process expertise of 3 process
- Create content, workbook, relevant training material and update existing workbooks
- Convert content to easily accessible modes for reference and use

**Training**:

- Conduct Product and process Specific Training
- Provide regular feedback on participants' progress including achievements to all the stakeholders

**Process Knowledge Test (PKT)**:

- Collate scenarios by taking inputs from Subject Mater Experts and Quality Analysts
- Conduct PKT to assess knowledge of agents
- New Hire Training and Refresher
- Update PKT scenarios for reference and use
- Conduct PKT every month across BUs

**On the job training (OJT)
- New hire**:

- Take inputs from operations team on finalized training plan. Conduct OJT for Team Member on completion of the scheduled training
- Provide regular feedback on participants' progress including achievements to operations stakeholders

**NI- Needs Improvement**:

- Take inputs from effectiveness team to understand bottom quartile members in audit, identify areas for refresher trainings
- Schedule and conduct refresher sessions
- Track and Share progress with L&D- leader, operations stakeholders

**Process Improvement**:

- Identify process gaps within the LOB or across LOBs
- Share proposal on how to eliminate/ change/ implement steps for better communication/ inter LOB process interaction
- Test process changes and implement process change through change management protocols
- Follow up to closure

**Upskill/ Cross
- skill**:

- Identify opportunities and members for cross Skill and upskill

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