Subject: FW: Trainer Profiles
From: Deeksha Dadu <[email-masked]>
To: Livesalesman <[email-masked]>
Date: Thu, 13 May 2021 07:44:25 +0000

From: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Date: Thursday, 13 May 2021 at 12:48 PM
To: Deeksha Dadu <[email-masked]<mailto:[email-masked]>>
Subject: Trainer Profiles

TOTAL AVAILABLE POSITIONS: 3

POSITION 1 : Training and Quality Manager for a Technical Support Project

  *   This person should have some form of an engineering background, with excellent and indepth understanding of technical products including the following
     *   Microsoft Windows OS – with knowledge of installing new programs, removing, peripherals and drivers
     *   AV equipment / sound cards/ VoIP systems / Conference room systems / Telecom equipment / Routers, networks and firewall / Mobile Apps / (not everything but any one of these)
     *   Have Excellent communication skills
     *   Experience in creating training material independently
     *   Experience of atleast 1 year in delivering remote or in person trainings
     *   Experience in creating self help material such as knowledge base or training videos will be preferred
     *   Excellent English without accent
  *   Responsibilities
     *   Would have to learn high end enterprise grade audio products sold by our clients in detail
     *   Use existing training modules, improvise them
     *   Create online training to help onboard new hires in the tech support team
     *   Create online training for all new updates that are received from client from time to time
     *   Constantly update the online training modules
     *   Deliver in-person and remote trainings as refreshers as well as for new hires
     *   Create ongoing quizzes and tests to constantly test the knowledge of the team about fundamentals as well as new updates
     *   Conduct quality audits on emails, chats and phone calls
     *   Document audits, identify problem areas, prepare quality reports
     *   Train people to fill gaps identified in the audits
     *   This role is individual contributor role

POSITION 2 : Training and Quality Manager for Multiple Customer Service Projects

  *   This person should have excellent understanding of customer service environment
     *   Have Excellent communication skills
     *   Experience in creating training material independently
     *   Experience in creating self help material such as knowledge base or training videos will be preferred
     *   Excellent English without accent
  *   Responsibilities
     *   Would have to learn in depth multiple complex customer service projects
     *   Create online training to help onboard new hires in the tech support team
     *   Create online training for all new updates that are received from client from time to time
     *   Constantly update the online training modules
     *   Deliver in-person and remote trainings as refreshers as well as for new hires
     *   Create ongoing quizzes and tests to constantly test the knowledge of the team about fundamentals as well as new updates
     *   Conduct quality audits on emails, chats and phone calls
     *   Document audits, identify problem areas, prepare quality reports
     *   Train people to fill gaps identified in the audits
     *   This role is individual contributor role

POSITION 3 – Soft Skills Trainer

  *   This person would be responsible to primarily deliver training on call handling skills and email & chat communication skills
  *   Should have strong experience in delivering customer service and soft skills training for companies similar to American Express, HSBC, Hospitality companies such as Oberoi, IHCL, leading concierge companies. Proven track record is very important
  *   Responsibilities:
     *   Create online training videos and material
     *   Create online quiz
     *   Deliver in person training to multi-cultural, multilingual and international groups
     *   Work on one on one basis to identify problem areas
     *   Coach individually to improve problems
     *   Voice and accent neutralization
     *   Education from a reputed English medium school and college is MUST
     *   Min 1 yr experience in a similar job

Budget for all the above positions is Rs. 35 – 45K
Position 3 can be also considered short term (project/freelance) or full time based on candidate