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Job description

Design and facilitate high quality Product/CRM-focused training for new and existing employees ● Develop/refresh teaching aids such as training handbooks, demonstration models, multimedia visual aids, computer tutorials, eLearning modules, and reference works ● Implement testing measures to evaluate progress and effectiveness of training ● Develop and maintain strong working knowledge of various PhonePe products and features. ● Create and administer knowledge-checks to assess training needs ● Create and update process documentation; proactively identify such needs ● Keep on top of customer satisfaction and internal quality research findings and come up with actionable deliverables (e.g. creation and facilitation of training modules) ● Conduct Training Need Analysis as and when required

Requirements

Fluent in written and conversational English ● Bachelor’s Degree preferred; equivalent experience can be considered. ● Minimum 6 years’ overall experience. Training experience in Product, CRM, and/or Process is required. Experience in auditing/coaching customer-facing representatives will be a plus. ● Experience in client/vendor management will be a plus. ● Good understanding of and experience in utilizing ADDIE framework and Adult Learning Principles ● Ability to multi-task and prioritize, with strong organizational and stakeholder management skills ● Familiar with CRM systems, commonly used software applications and process workflows/standard work templates

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