Executive Capability Development / Trainer

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