Looking For Trainer with Excellent communication For Contact Centre

Role & responsibilities

• Deliver new-hire, cross-skill, and refresher training programs.
Facilitate process, product, systems, compliance, and customer-experience training.
Deliver instructor-led, virtual, and blended learning programs.
Conduct role plays, simulations, and case-study-based learning.Participate in client KT sessions and SME workshops.
Convert process documentation into learning content.
Maintain training decks, SOPs, job aids, assessments, and knowledge repositories.
Ensure content version control and audit readiness.Conduct knowledge assessments, system assessments, and certification programs.
Track learner progress and maintain certification records.
Identify critical-error trends and support remediation plans.
Recommend certification, recertification, or deferment decisions.Analyze quality failures attributable to training gaps.
Conduct refresher interventions and coaching sessions.
Publish daily and weekly training reports.
Maintain compliance evidence for audits and client reviews

Hiring Skills:
Experience delivering training across CRM, contact-centre, virtual-desktop, and AI-assisted servicing environments.
Ability to learn and facilitate training on Genesys, Confluence , Slack, Atlas, Verint, Persona, , Amazon WorkSpaces, and AWS Systems Manager.
AI-ready trainer capable of delivering, certifying, and governing learning in an AI-enabled customer service environment, the above will be an added advantage