2. Nesting & Floor Support
- Manage the Nesting / Hypercare phase after classroom training, providing real-time floor support, handling escalated queries, and bridging the gap between theory and live operations.
- Conduct side-by-side coaching, call/transaction audits, and floor observations to address knowledge gaps early.
3. Compliance & Governance
- Maintain training documentation, attendance logs, assessment scores, and compliance certification records for audit readiness
4. Metrics & Performance Tracking
- Measure training impact across key performance indicators (KPIs) such as Batch Throughput %, First Time Right (FTR), 0–30 Day Attrition, Average Handling Time (AHT), Quality Scores, and CSAT.
- Perform Training Needs Analysis (TNA/TNI) driven by operational quality dashboards and error trend reports.
Qualifications & Skill Requirements
Work Experience
- Total Experience: Minimum 3–5 years in a BPO environment.
- Domain Specifics: At least 2 years in a Product Trainer supporting Financial/Commercial Card Services
Education
- Bachelor's degree in Business Administration, Finance, Education, Communications, or any technical & System Skills
Technical & System Skills
- High proficiency in navigating core banking/financial platforms (e.g., Salesforce Financial Services Cloud, Fiserv, FIS, Finacle, TSYS, or proprietary servicing platforms).
- Hands-on experience with Learning Management Systems (LMS) and e-learning authoring tools (e.g., Articulate 360, Camtasia) lated field.
- Advanced command of MS Office / Google Workspace (especially PowerPoint/Slides and Excel/Sheets for tracking metrics).
Core Competencies & Soft Skills
- Domain Expertise: Strong grasp of financial terminology and commercial card services scope
- Facilitation & Public Speaking: Exceptional verbal and written communication skills; ability to simplify complex financial workflows for diverse learning styles.
- Analytical Ability: Data-driven mindset to analyze post-training performance metrics and identify root causes for bottom-quartile agents.
- Flexibility: Willingness to work in shifting schedules (night shift / rotational shifts)
