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Process Quality Trainer - CRM
The Orange Health
posted 3mon ago
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Key skills for the job
Job Description
1. Training Delivery: - Deliver comprehensive training programs covering CRM processes, quality standards, communication skills, and customer interaction protocols. - Conduct both classroom and virtual training sessions to new hires and tenured agents, ensuring content is engaging and tailored to different learning styles.
2. Content Development: - Develop and continuously update training content, materials, and documentation based on process updates, customer feedback, and performance metrics. - Collaborate with subject matter experts (SMEs) to ensure the accuracy and relevance of training content.
3. Assessments and Evaluation: - Create and administer assessments (quizzes, role-plays, simulations) to evaluate trainee understanding and application of processes. - Provide constructive feedback and coaching to agents based on assessment results and individual performance. - Track and analyze training effectiveness through post-training assessments, agent performance data, and quality audits.
4. Quality and Process Improvement: - Monitor quality and performance metrics of the CRM support team and identify skill gaps. - Work closely with operations to align training programs with quality benchmarks and CX goals. - Continuously identify opportunities to improve training materials and delivery methods.
5. Mentorship and Ongoing Development: - Provide one-on-one coaching and feedback sessions to support the continuous development of team members. - Assist in onboarding new hires and ensure a smooth transition to full performance.
6. Stakeholder Management: - Collaborate with team leaders and operations teams to align training initiatives with business goals. - Present training outcomes, progress reports, and recommendations for further training interventions to manager
Key Requirements -
Experience:
Minimum 3-5 years of experience in a similar training role within the Customer Experience (CX) domain, preferably with top companies known for customer service excellence (e.g., Amazon, Swiggy, Flipkart).
- Expertise in Training: Proven experience in conducting training on customer service quality, communication, and process adherence.
- Assessment Skills: Ability to create effective assessments and use data to measure training effectiveness and identify areas for improvement.
- Content Development: Strong experience in designing and developing training content that addresses process, quality, and communication.
- Communication Skills: Exceptional verbal and written communication skills with the ability to train and coach others.
- Tools: Proficiency in using Learning Management Systems (LMS), assessment platforms, and reporting tools
. - Customer Centric Mindset: Deep understanding of CRM processes and customer interaction best practices.
Employment Type: Full Time, Permanent
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