Trainer

Job Title: Training & Quality Executive

Department: Customer Care

Location: Pune

Experience Required: 2-4 Years

Timing: 10am to 7pm

Working Days: 6 Days Working

Role Objective

To support employee training activities and ensure adherence to customer service processes and quality standards. The role involves conducting basic training sessions, monitoring customer interactions, maintaining reports, and helping employees improve their performance.

Key Responsibilities:

1. Training & Development

• Assist in conducting employee induction, product, and process training.

• Support training for inbound and outbound customer service processes.

• Coordinate On-the-Job Training (OJT), including plant and field visits where required.

• Prepare and update training materials and maintain training records.

• Collect training feedback and track employee learning progress.

2. Quality Monitoring

• Help employees understand company processes, products, and customer service guidelines.

• Monitor customer calls and interactions to check adherence to quality standards.

• Identify errors and areas where employees need improvement.

• Provide feedback to employees to help improve their communication and customer handling.

• Track customer feedback, complaint resolution, and quality scores.

• Coordinate with the team to address process gaps and improve

customer experience.

3. Reporting & Coordination

• Maintain training records, quality reports, and performance trackers.

• Prepare regular reports on training completion and quality observations.

• Coordinate with Customer Care, Sales, and Marketing teams for training requirements.

• Assist with internal quality checks and audit-related documentation.

• Support updates to process documents and training materials.