Trainer & Quality Specialist - Customer Care
HCLTech Sri Lanka

Contract Type: 
  • Doing Transaction Monitoring for the process aligned to as per defined sample size.
  • Sample Size calculation.
  • Participation in all the Calibration Sessions internal as well as external.
  • Identify the training needs of the associates and plan the deliverables.
  • Drive improvement and give feedback to the associates.
  • Will be required to floor walk and provide active support to the agents and provide resolution to the complicated transactions. Act as point of escalation on the floor to the assigned team. Should report performance and escalate issues proactively.
  • Initiate improvement plans based on the observation collated while assisting the associates. Need to add value to the existing system.
  • Ability to maintain floor discipline and motivate team.
  • Take Team Briefings and cascade process updates and track updates.
  • Will work as an acting Team Leader.
  • Do Quality Monitoring as and when required.
  • Conduct Knowledge checks on associates as and when required.
  • Conduct the Refresher trainings based on TNI (Training Need Identification).
  • Client communication (verbal / non-verbal) on process related issues.
  • Ensuring that team is meeting the client defined Service Levels.

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