Executive Capability Development / Trainer

CORE RESPONSIBILITIESTrain new hires or existing employees in a class-room based set-up on Contactcentre work and basics for a US Healthcare client.Conduct multiple trainings for new hires and manage nesting/on-the-job-trainingalong with certification process and collaboration with operations.Maintain the training effectiveness above the required threshold by holdingstrong governance process in training. Ability to read through various standard operating procedures and communicatethe extracts to the trainees clearly.Identify gaps between internal process and customers' expectations to helpbusiness produce the desired outcome.Liaison with QA to calibrate process knowledge and other departments of thebusiness as required.Conduct workshops for project team members on recent update and UShealthcare industry trends.Perform user acceptance testing for any new process rollouts / automation in theprogram.