Training Specialist

Job Description

About Outbound Contact Center:

The Outbound Contact Center engages with the Axis Bank customers and prospects, virtually, through digital media to provide a seamless experience to customers while fulfilling their service requirements and using the opportunity to provide financial solutions via cross-sell and upsell. The Outbound Contact Center supports the respective Line of Business to achieve and exceed dial targets through effective use of communication skills and envisages to provide a differential customer experience

About the Role:

This is a full-time virtual role where the Training Specialist is responsible for the creation of training modules for skills required by users at outbound contact center to standardize the training content for existing process and align and rework the available existing training content for standardization. They are responsible for content development for all processes and conducting TTT (Train the Trainer) for the core team on the content. Process includes all the Lines of Business catered to by the Outbound Contact Center

Key Responsibilities

·         Revamping and standardizing the existing training content for the required processes in the given timelines

o    Revising the existing content wherever the stakeholders / clients request changes

o    Helping create style guides or suggesting changes to ensure content is consistent and clear

o    Proof reading the existing content for errors and inconsistencies

·         Preparing new content basis the requirement

o    Co-ordinate with cross functional teams to determine the Training needs for preparation of the content

o    Draft well researched content basis the Training needs to meet the end outcome

o    Identify customer needs and recommend new topics

·         Follow an editorial calendar, collaborating with other members of HTQ team to ensure timely delivery of materials

·         Develop related content for multiple platforms such as videos, presentations, product descriptions

Qualifications:

Optimal qualification for success on the job is:

·         Graduation from a recognized institute

·         Minimum 3-5 years of experience in content developing field and in developing content for skill based and behavior based trainings

·         Conducted TTT for a minimum of 2-3 years

Role Proficiency:

For successful execution of the job, the candidate should possess the following:

·         Proficiency with computers. specially with all Microsoft applications

·         Basic knowledge on all Banking products

·         Impeccable grasp of English and regional languages

·         Effective communication skills (both verbal & written)

·         Strong interpersonal skills and willingness to communicate with clients, management and colleagues

·         Good time management skills including prioritizing, scheduling, and adapting as necessary

·         Ability to work independently and in fast paced environment

·         Understanding of customer service skills