Immediate openings For Process Trainer & Policy POC
- Cognizant
- 5 - 8 years
- Hyderabad
- 15 hours ago
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Job Description
Process Trainer & Policy PoC
Job Description
Role Summary:
The Trainer & Policy PoC position is primarily responsible for creating content and conducting training. Taking care of our accounts requires quick action, customer service and relationship building paired with the ability to enhance knowledge in the account.
In the role of a Trainer, one should be in a position to take complete ownership of training programs conducted while looking at ways to continually improve and increase the value of the program. As a Policy PoC, the associate should be able to support the floor with any Policy-related questions.
Training & Development Responsibilities:
Facilitate programs based on product and customer service training by utilizing the available
Plan and direct classroom training, electronic learning, multimedia programs, and other computer-aided instructional technologies, simulators, conferences and workshop
Evaluate trainees for the duration of the training by administering regular assessments and activities followed by a feedback process.
Check all logistical requirements before beginning a program to ensure smooth and efficient implementation.
Undertake requisition and inventory of classroom equipment on a monthly basis to ensure safety and proper maintenance.
Participate in client calls regarding updates on new products and development.
Mentor & train new instructors on subject matter and course delivery techniques for assigned technical courses to be able to conduct courses in case of a business need.
Recognize and Reward top performing trainees based on evaluation results,
participation and behaviour.
Training Need Identification
Conduct training needs evaluation for the new joiners to gauge their capability.
Conduct learning needs assessment based on trainee performance and behaviour.
Create and conduct assessments for on floor advisors to ensure continuous learning initiatives
Identify and recommend modifications or addition in content to facilitate the learning needs of the new entrants as well as tenured agents. This will be done basis identified gaps from advisor feedback, performance data and quality findings
Monitor calls to validate QA findings for retraining purposes.
Content Design
Has the ability to design or customise modules and session plans based on advisor needs
Develop training materials and company presentations for employee references.
Can develop Standard Operating Procedures to be implemented on the floor for employees adherence and proper guidance.
Design training modules and update materials, manuals and visual aids based on TNA and QA recommendations to ensure continued relevance of the programs.
Other Training Responsibilities
Prepare weekly training status reports on on-going trainings with feedback for all participants.
Participate in planning sessions and help set plans and programs.
Manage daily attendance along with details on any issues
Have regular meetings with Operations, HR to ensure inter department coordination and communication.
Conduct interviews and evaluate technical and communication skills to ensure the quality of applicant selection.
Maintains advisor documents which are handed over to Operations on advisor movement to Mentoring/OJT
Policy Responsibilities:
Ability to handle any questions raised by the operations team related to policies documented on the KB.
Provide meaningful resolutions to issues raised by the operations team.
Identify gaps in existing policy / tools and offer possible solutions to bridge these gaps.
Create policy snapshots to share with the larger team to help them understand policy better.
Identify trends based on issues escalated by the floor to help trainers with meaningful interventions.
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Qualifications
Experience of at least a year within the process with no less than Strong rating
Sound knowledge of training concepts and methodologies
Excellent process knowledge
Good presentation and communication skills
Good people handling skills
No zero tolerance incidents reported in the last 6 months
No HR warning letter issued in the last 6 months
Should not be on PIP
Selection Process for Internal Hiring
An IJP will be rolled out to invite applications from the process
A written test will be conducted to evaluate process knowledge and cognitive skills
An interview will be conducted by a certified Process Trainer, Training Lead/Training Manager
The candidate may be asked to present a topic on a presentation
The resource will be on probation for 3-6 months before getting confirmed in this role
Job Classification
Industry: BPM / BPOFunctional Area / Department: Teaching & TrainingRole Category: Corporate TrainingRole: Process TrainerEmployement Type: Full timeContact Details:
Company: CognizantLocation(s): Hyderabad
Keyskills: Process Training
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