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Job Description:
Roles and Responsibilities:
Roles and Responsibilities:
Audit 35+ Calls/ Leads/Emails daily basis
Provide Feedback to Agents, chalk out Coaching & learning plan for Agents
Handle Training [Process/Refresher] in the absence of the Trainer
Possess insights into the Product and be well-versed with Tools used by the calling team
Potential to create Process questionnaire, conduct PKT, prepare Training schedule, and conduct Mystery calling for certification
Accountable for company assets with Trainees (like laptops, chargers, etc)
Liaison with the IT team for Email Id creation, access to Tools and manage Trainee exits
Amend/update Process training document from time to time
Will be able to hop in and do Call audits for the New joiners as and when needed
Should have knowledge of tools like MS Office - Word/Excel/PowerPoint, Google Docs, Google forms
One should be spot on to highlight the facts to improve the process when required by the Ops
About Company:
