• Manage and train the trainer on product and process.
• To monitor and document work schedule of staff and absences.
• 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.