Assistant Manager - Trainer Conduct new hire training (process, product, soft skills, and systems) for voice, non-voice, and blended processes Deliver refresher and upskilling programs to improve agent productivity and quality scores Design and update training materials including SOPs, decks, scripts, assessments, and job aids Conduct call monitoring, audits, and feedback sessions to identify training gaps Work closely with Quality and Operations teams to improve KPIs such as AHT, CSAT, FCR, and compliance Provide coaching and mentoring to improve communication, product knowledge, and customer handling
