Facilitate Training group as per Client requirements
Communicate with team on Knowledge and Skills updates for relevant campaigns
Complete Training Administrative tasks as per set timelines
Continuously monitor Process and Knowledge updates and suggest changes to Training content and delivery
Collect feedback on Knowledge and Skill gaps from groups. Suggest improvements to Training Manager, Content Designer and Managers towards Continuous Improvement
Coordinate with Manager to help transition agent from Training as per expectations
Monitor and Track performance for each group to assess positives and areas of improvement. Report gaps to Operations and Training for improvements
Coach Trainees on observed Knowledge and Skill gaps
Keep up to date with changes by attempting monthly Knowledge Assessment