Job Description & Scope
Job description Key Responsibilities: 1. Training Design & Delivery: Develop and deliver comprehensive training programs on E commerce - Market Place policies, compliance guidelines, and customer handling best practices. Conduct new hire training, refresher courses, and upskilling programs for Tier 3 agents. Ensure training content is aligned with E commerce - Market Place Store updates, industry trends, and compliance regulations. 2. Process & Policy Knowledge Enhancement: Train agents on policy enforcement, case-handling workflows, and escalation procedures. Conduct knowledge assessments, quizzes, and feedback sessions to gauge understanding. Work with Subject Matter Experts (SMEs) and Quality Analysts (QAs) to refine training materials. 3. Performance Monitoring & Coaching: Track trainee performance through metrics like accuracy, productivity, and policy adherence. Provide one-on-one coaching to agents needing additional support. Identify training gaps and design programs to enhance skill development. 4. Training Documentation & Reporting: Maintain training materials, knowledge base, and process documentation. Generate weekly/monthly reports on training effectiveness, knowledge retention, and agent performance improvements. Collaborate with stakeholders to implement best practices and improve learning methodologies. Required Qualifications & Skills: Above-level proficiency in English 2+ years of experience in training Strong knowledge of E commerce - Market Place Store policies, content guidelines, and enforcement practices. Experience in creating training materials, conducting workshops, and facilitating knowledge-sharing sessions. Excellent communication, presentation, and coaching skills. Immediate Joiners Preferred Share cv at Vaishali.vaishali27@teleperformance.com Role: Customer Service Industry Type: BPM / BPO Department: Customer Success, Service & Operations Employment Type: Full Time, Permanent Role Category: Customer Success, Service & Operations - Other Education UG: Any Graduate Key Skills Skills highlighted with ‘‘ are preferred keyskills Customer Service Training TrainingProcess TrainingSoft Skills TrainingTNI
