Quality Analyst & Trainer

Responsible for using the Concentrix and / or client defined training processes, procedures and tools in meeting the end to end training requirements and input / output metrics

 Ensure timely on-going training completion and actions to improve internal and external training metrics
 Ensure monthly transaction monitoring and coaching completion targets are met by the team
 Build strong client engagement to ensure client satisfaction on the business performance to manage client VOC
 Responsible for overall planning, implementation and improvement of training quality
 Set up, improve, drive and streamline the TNI for Refresher & Coaching
 Observe, analyze, and develop Training Team Leads / Trainers by using different methods such as classroom observations, trainers’ self-transactions, RTR scores, training metrics
 Meet new hire batches regularly during training period to assess early warning system, trainees’ motivation and overall experience
 Attend internal, client and stake holder meetings on a periodic basis
 Create learning plans for team members for self-learning and succession planning
 Build strong employee connect to manage escalations, attrition and E-SAT
 Identify and drive value adds into the process through best practice sharing

• Performance of Training & quality key KPIs – Throughput, FPA, Attrition%, 0-30days performance, Transaction Monitoring Score, CSAT score etc.
• Client VOC Score
• Monthly Refresher Training Coverage and Improvement
• Client Mandate Training Coverage and Completion
• Training Related projects for Process Improvement Implementation %
• Team Learning Adoption and Completion %
• Team Attrition % and E-SAT

- Bonus
- training

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