Operational Training

Key Responsibilities: Nature of Impact: Carrying out training needs analysis to identify the level of people's knowledge Designs course materials and other documents such as handouts, manuals and exercises Organizes courses to meet the needs of learners and demands of business Evaluates the effectiveness of the training and course outcomes Liaises with external course providers to be updated with latest Training techniques & program Abides to COPC approaches and requirements Leverage function performance to meet training metrics targets. Communicates regularly with Operations to tailor and deliver refreshment sessions based on quality reports presented. Provides pre-operational feedback to HR and OP on new agents and their fitness for performing duties required in their respective projects Evaluates agents' responsiveness to training and development. Logs in for minimum of 3 hours per quarter in his/her respective projects. Ensures training evaluation form is used by Trainees. Acts as a Reference for calibration sessions. Acts as a gauge for TL and QA monitoring process and accordingly monitors them side by side to assure they are adhering to calibration process. Login specific hours. Performs other related duties

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