Job Description

Job Title: Product Training Specialist
Job Type: Full Type
Minimum Qualification: Minimum 8 years of experience as a trainer in a contact center environment, preferably in aviation/hospitality with GDS knowledge.Location: GurugramRoles and Responsibility:Design and develop training programs focused on product knowledge, customer service, communication, and industry practices.Facilitate in-person and virtual training sessions for new hires and existing contact center agents.Conduct weekly checks to gauge training effectiveness and identify areas for improvement.Provide support for new hires during the first 30 days of production.Update and improve training materials to ensure relevance and accuracy.Align training programs with customer service quality standards and best practices in collaboration with the quality assurance team.Ensure compliance with mandatory training requirements for all agents.Track and analyze training metrics, including completion rates and post-training performance.Collaborate with cross-functional teams to align training with overall business objectives.Gather feedback from agents to evaluate training program effectiveness and make necessary adjustments.Leverage technology to enhance training delivery and effectiveness.Stay updated on industry trends, best practices, and emerging technologies in contact center training and customer service.Skills Required:

• Ability to effectively communicate and build relationships with internal teams and external vendors.
• Clear, concise verbal and written communication to deliver effective training sessions and feedback.
• Expertise in managing relationships with cross-functional teams, vendors, and external partners.
• Ability to assess training program effectiveness, identify gaps, and make data-driven decisions for improvements.
• Proficient in creating and delivering training programs tailored to the needs of contact center representatives.
• Capability to update training materials and adopt new training technologies and methods to meet dynamic business requirements.
• Ensure accuracy and relevance in training content, tracking performance metrics, and analyzing feedback.

Qualifications:

• Bachelor\'s degree in a relevant field (Commerce, Business Administration, Education, or related field).
• 8 years of experience as a trainer in a contact center environment, preferably in the aviation or hospitality industries, with knowledge of Global Distribution Systems (GDS).
• 2-3 years of team management experience.
• 10 years of experience, with extensive exposure to customer service platforms and CRM systems.
• Knowledge of aviation regulations, safety standards, and Amadeus is highly preferred.
• Proficiency in contact center terminology and industry-specific practices.
• Experience in tracking and analyzing training metrics (e.g., training throughput, performance improvement).

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