Key Requirements:
- Facilitate training to new hires / associates in compliance with knowledge base requirements as per process specifications
- Coach and mentor associates to facilitate a smooth transition to the shop floor
- Review/update training content to validate accuracy and relevance of the content & ensure that all training programs are in line with business requirements
- Handle ad-hoc queries of the new-hires and coordinate with other support functions for query resolution
- Monitoring & reviewing performances to ensure results align with standards.
- Evaluate Calls, errors and provide constructive feedback to improve KPIS's of the Unit and individual associate and document the results as per process specifications
- Provide feedback on the quality evaluation to the associates on regular basis and follow-up for development
- Update and validate the learning repository and keep associates updated with contents
- Create, analyze and maintain quality evaluation MIS/matrix and circulate it to the management regularly as per specified timelines
- Support the Audit SPOC during reviews and provide necessary data/documentation accurately and on time as per unit specifications.
- Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet/exceed expectations.
- To report any observation to the reporting manager and unit head on regular basis.
- Strong understanding of QA / Testing / TNA and Automation concepts.
- Ensure 30-60-90 Day program is completed for the new hires & focus on bottom quartile associates to come up at par with the other associates on the production floor.
- Nominate associates / managers for L & D training programs and keep a track of the TCS trainings
Candidate Specifications
Good verbal & written communication skills to communicate with internal and external customers.
Good interpersonal, problem solving & analytical skills. Keep morale high: Ensure motivational programs are in place and encourage frequent recognition
Ability to provide constructive feedback to associates.
Ability to work in a team and adhere to timelines consistently. Establish and maintain communication
with Clients and Team members, understand needs, resolve issues, and meet expectations.
Ability to work in night shifts / staggered shifts / weekends / days off based on business requirements.
Self-motivated with leadership qualities.
Ability to work effectively in ambiguity, shifting priorities and multiple deadlines.
Should have advanced knowledge in MS Office.
Assessment Center
Personal / Vcon Interview
1st & 2nd round
