Job Responsibilities:

• Scope Training Needs - Has an in-depth knowledge of own discipline (e.g. instructional design and ability to effectively deliver sessions) and basic knowledge of related disciplines to demonstrate credibility with learners and stakeholders.
• Research and develop learning solutions to support EQ s people development needs to ensure our people are appropriately trained, coached, and motivated so that their individual and collective performance meets the current and future performance of the business.
• Understands the business and EQ s products/services, to be able to support various teams with training requirements.
• Support organisational changes within the business, providing training support.
• Work with subject matter experts to understand and obtain knowledge to ensure appropriate transfer of learning.
• Design and develop instructional modules/activities using data from student learning style assessments
• Develop monitoring systems to ensure that all agents are performing job responsibilities according to training parameters both from communication & process standpoints
• Deliver training in accordance with business and regulatory requirements - both scheduled and ad-hoc. Provide support for new recruits after induction training, if applicable.
• Champion varying methods of learning delivery (self-serve, live, virtual, etc.).
• Be an advocate for EQ online training and all compulsory training requirements that the business must implement, develop and monitor.
• To coach floor agents on language, soft skills and accent equipping them to handle customer interactions on a call as per the program requirements.
• Have extensive knowledge of intonation, sound foundation, types of sounds in English language
• Plan, prepare and deliver coaching / refresher sessions
• Implement audit sheets based on communication matrixes to improve
• Help trainees develop listening, speaking English fluently, reading and writing skills via individual and group sessions
• Conduct Training Need Analysis to understand performance gaps
• Organize and conduct refresher courses as per the Training Need Analysis
• Monitor and present trainee performance
• Collaborate with key stakeholders to understand the training outcomes & align content, delivery, and assessments
• Implement apt instructional and learning strategies, activities, materials, and equipment to ensure students learn and comprehend quickly and are equipped with the skill sets required
• Handle language assessment to ensure the quality of agents being hired
• Design, write and utilize lesson plans conforming to approved curriculum
• Use a modern and dynamic coaching approach which allows agents to communicate easily using English language
• Assessing and recording agents progress by setting and marking coursework and examinations
• Researching and devising entertaining, engaging, interesting, creative, productive lessons for students
• Ensure lesson plans are modified depending on different student learning styles.

Conduct refresher / reset skill training as required

Qualification / skills required:

• Ability to make timely and independent judgment decisions while working in a fast-paced and results-driven environment.
• Ability to manage multiple priorities, with excellent problem solving and decision-making skills.
• Ability to manage multiple small projects simultaneously.
• Excellent verbal, written, listening and interpersonal communication skills.
• Ability to facilitate training in virtual and in-person settings.
• Strong classroom presence and facilitation skills with a dynamic presentation style.
• Benefits:

Being a permanent member of the team at EQ you will be rewarded by our company benefits, these are just a few of what is on offer:

• 31 days + 9 bank holidays (UK)
• Comprehensive Medical Assurance cover
• Two-way cab transport for staff working in UK & US shift
• Maternity leave of 6 months full pay, 10days paid paternity leave
• Accidental & Life cover 3 times of concerned CTC

Role: Corporate Training - Other

Industry Type: Financial Services

Department: Teaching & Training

Employment Type: Full Time, Permanent

Role Category: Corporate Training

Education

UG: Any Graduate

PG: Any Postgraduate

About the company

EQ India team provides BPO, IT development & testing and other operational support such as marketing, HR & Payroll and learning & development to various EQ Group companies and clients of EQ.

EQ India is a Centre of Excellence and we showcase integrity and openness in our dealings with our clients. A key element of culture and business practices of the EQ India is that it incorporates similar DNA and values. Our team in India manages a number of activities across various services, completing numerous transactions yearly.

A structured and robust transition plans are designed every time a new project is offshored to the business. During implementation of the project plan, a road map is adopted to complete the transition and track every milestone achieved. Once the initial transition is complete our team in Chennai work in partnership with our UK team to ensure the best customer service is maintained. Transition of any new work is formally documented. With due diligence at the heart of the transition, all new work is formally signed off through a rigorous Go- Live process.