​• Train agents on product and process, as and when there are NHT batches.

• Work closely with Ops and Quality team design action plans to plug areas of opportunity.

• Responsible for defined training conversion.

• Managing retention during training.

• Consistent alignment with operations by auditing calls, emails, chats, understanding needs, conducting refreshers.

• Demonstrating innovation in training by carrying floor requirement into classroom training.

• Maintaining Data as per training Processes.

• Drive C-Sat & E-sat initiatives to add value to the Process and customer.

• Production hours to be given weekly in the absence of NH training.

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