Executive Capability Development Specialist
4 weeks ago
Train new hires or existing employees in a classroom-based setup on contact centre work and basics for a US healthcare client.
Training and Development:
Conduct multiple trainings for new hires and manage nesting/on-the-job training along with certification process and collaboration with operations.
Training Effectiveness:
Maintain the training effectiveness above the required threshold by holding strong governance process in training.
Communication and Collaboration:
Ability to read through various standard operating procedures and communicate the extracts to the trainees clearly.
Process Improvement:
Identify gaps between internal process and customers' expectations to help business produce the desired outcome.
Collaboration and Liaison:
Liaison with QA to calibrate process knowledge and other departments of the business as required.
Workshops and Training:
Conduct workshops for project team members on recent updates and US healthcare industry trends.
User Acceptance Testing:
Perform user acceptance testing for any new process rollouts/automation in the program.
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