Training Specialist
Axis Bank
Mumbai, IND
4d ago

Job Description

About OutboundContact Center :

The Outbound ContactCenter engages with the Axis Bank customers and prospects, virtually, throughdigital media to provide a seamless experience to customers while fulfillingtheir service requirements and using the opportunity to provide financialsolutions via cross-sell and upsell.

The Outbound Contact Center supports therespective Line of Business to achieve and exceed dial targets througheffective use of communication skills and envisages to provide a differentialcustomer experience

About the Role :

This is a full-time virtual role where the TrainingSpecialist is responsible for the creation of training modules for skillsrequired by users at outbound contact center to standardize the trainingcontent for existing process and align and rework the available existingtraining content for standardization.

They are responsible for contentdevelopment for all processes and conducting TTT (Train the Trainer) for thecore team on the content.

Process includes all the Lines of Business catered to bythe Outbound Contact Center


  • Revamping and standardizing the existing training content for therequired processes in the given timelines
  • oRevising the existing content wherever thestakeholders / clients request changes

    oHelping create style guides or suggesting changesto ensure content is consistent and clear

    oProof reading the existing content for errors andinconsistencies

  • Preparing new content basis the requirement
  • oCo-ordinate with cross functional teams todetermine the Training needs for preparation of the content

    oDraft well researched content basis the Trainingneeds to meet the end outcome

    oIdentify customer needs and recommend new topics

  • Follow an editorial calendar, collaborating with other members of HTQteam to ensure timely delivery of materials
  • Develop related content for multiple platforms such as videos, presentations,product descriptions
  • Qualifications :

    Optimalqualification for success on the job is :

  • Graduation from a recognized institute
  • Minimum 3-5 years of experience in content developing field and indeveloping content for skill based and behavior based trainings
  • Conducted TTT for a minimum of 2-3 years
  • Role Proficiency :

    Forsuccessful execution of the job, the candidate should possess the following :

  • Proficiency with computers. specially with allMicrosoft applications
  • Basic knowledge on all Banking products
  • Impeccable grasp of English and regionallanguages
  • Effective communication skills (both verbal& written)
  • Strong interpersonal skills and willingness tocommunicate with clients, management and colleagues
  • Good time management skills includingprioritizing, scheduling, and adapting as necessary
  • Ability to work independently and in fastpaced environment
  • Understanding of customer service skills
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