Job Description

• Review transactions handled (Email, Chat and Voice) to identify opportunity areas at product, system and agent level
• Create detailed RCA on defects / trends / escalations and provide recommendations for improvement. Work closely with operations and quality team to implement action plans and monitor progress
• Conduct Training Needs Identification / Analysis (TNI/ TNA) using both structured and informal methods across all work types
• Collaborate with case handlers, subject matter experts (SMEs), QAs and managers to build / develop content and job aids, learning and training documents
• Manage documents such as training materials, knowledge repository, procedural documents, etc in the knowledge management system / share-point
• Develop instructional content and provide training for new hires and cross skill individuals / batches as needed
• Drive implementation of process changes, create and maintain documentation of all changes
• Support QA team in developing new scoring materials as & when needed
• Create Learning roadmaps for all employees and identify mechanisms for governing the same
• Periodic review & updating of knowledge repository, job aids and training materials
• Maintain an active directory of staffs mapped to their certified skills & competencies. Create assessments that measure defined objectives, review & monitor competency of all case handlers on a periodic basics
• Work with operations & quality team to ensure department is always meeting quality deliverables

Competencies and Experience Required

Skills and Experience

• Min 8-10 years of relevant experience in content development preferably for a UK financial sector
• Bachelor’s degree in any work stream
• Strong understanding of call centre metrics (both voice and back office)
• Should be excellent in reporting, PowerPoint, and Excel skills, and should have good project and process management experience
• High quality written and verbal communication skills, strong listening skills
• Has hands-on experience on resolving complex transactions, quality defects and training challenges, ability to assess training needs and tailor programs as per requirement
• Excellent communication and teaming skills, with the ability to clearly communicate quality opportunity areas, training concepts, need analysis, etc to all stakeholders
• Problem-solving, or the ability to identify problems, determine the accuracy and relevance of information, use sound judgment to generate and evaluate alternatives, and make recommendations
• Building continuous assessment methods to keep up with evolving business / customer demands
• Comprehensive & accurate documentation of policies, procedures & SOPs
• MS office skills – Excel & PowerPoint
• Demonstrated record of outstanding work quality, productivity, and teamwork
• Good knowledge of the training/learning related offerings and best practices followed in the industry