Training and Quality Manager @ Concentrix

Job Title:

Job Description

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Key Responsibility:

Responsible for managing the training function End to End for multiple LOBs / Sites / Locations within the process
Plan, observe and ensure Trainer Development using effective methods such as classroom training, observations, demonstrations, on-the-job training, meetings, mentoring and workshops
Align Trainers roster weekly to provide maximum coverage for tasks such as New Hires transaction monitoring, coaching completion and Refresher Trainings
Assess Trainers facilitation skills during classroom training sessions and provide feedback
Govern Trainer calibration sessions on product knowledge
Supervise training team through regular team reviews on performance (such as upskilling targets, throughput, first pass, refresher training coverage)
Conduct monthly one-on-one feedback sessions with Trainers
Manage new hire and team s early warning system and retention
Support trainers during the Nesting phase and ensure all the activities are performed as per the standard process and procedure
Drive monthly knowledge checks and refresher training completion basis TNA (training need analysis) and publish refresher completion reports with pre / post-performance to show any improvement
Collect Data and perform analysis and RCA on metrics and publish reports accordingly
Training Performance Management
Training Reporting and Analysis
Process Improvement Projects
Engage self and team members in learning / upskilling, create succession plans and ensure continuous development of team members
Recommend changes / improvisation of Training modules basis various changes in the business
Maintain and update the Training module to measure efficiency & effectiveness
Drive various projects with measurable improvements to improve 0-90-day performance on the ground.
Create and deploy a rigorous change management process for all product updates both major and minor.

Desired Skills:
Knows, understands and appropriately applies technical / soft skills, methods and processes required for the role.
Keeps current with new and (or) updated program information, trends and development in the field
Must be a confident communicator and presenter.
Strong writing, editing and professional publishing skills are essential, including the ability to present concepts verbally.
Ability to facilitate classroom training sessions
Ability to engage participants while in training
Ability to ask the right questions to gauge learners / participants
Ability to present information using MS Word, PPT, Excel
Ability to coach individuals to bring positivity and motivate to perform even better
Embed Concentrix culture through coaching / mentoring
Ability to interpret and analyze data and read inferences for planning and decision-making purposes for improvements in training

Disclaimer

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