The Product Trainer will onboard and orient new hires on KWS policies, procedures and culture. The Product Trainer will train agents on the project’s products/services and operational processes.

Conduct floor refreshers/update training to keep knowledge up-to-date Update the knowledgebase as and when needed to ensure information accuracy Creation of new process related content as and when required. Ensure project updates are received, included in training, and cascaded to the floor in the time for implementation. Record and maintain batch attendance, performance, evaluation and assessment scores accurately Escalate performance issues in new hire & update training batches Ensure the attrition in the training batches is kept at a minimal and maintain the target throughput Partners with Project leaders to develop training initiatives and /or projects to enhance trainee and agent effectiveness based on KPI requirements Provide coaching and feedback to the trainees for their overall development Enforce KWS and project security requirements To be a role model for the team in terms of performance/behavior/attitude Ensures SLA management for all floor training initiatives Conduct training needs analysis and come up with recommendations to address training related opportunities