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Process Trainer (Inbound/Outbound)

Process Trainer (Inbound/Outbound)

1 - 4 years

|

1 - 4 Lacs

Gurgaon Haryana India

Posted:12 hours ago| Platform: Foundit logo

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Skills Required

process metrics CSAT tracking Call Calibration mock calls quality feedback TNA planning Process Training

Work Mode

On-site

Job Type

Full Time

Job Description

Key Responsibilities

Manage basic process metrics such as throughput, FAP, CSAT scores, call quality, and product test scores
Provide agent-level feedback on quality and product performance
Report basic escalations to supervisors for timely resolution
Conduct BQM, refreshers, calibrations, NHT, TNA, TNI, OJT, and mock calls as part of training initiatives
Maintain clear documentation, training records, and escalation logs
Demonstrate effective leadership, mentoring, and team-building capabilities
Communicate effectively across all management levels
Strategize and implement solutions for process and performance improvement
Manage multiple schedules, priorities, and team needs efficiently
Ensure strong awareness of both process and product

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