- Provide new employees (Contact Centre and Field Counsellors) with the process trainings (primarily medical training) required to perform their jobs satisfactorily for multiple projects
- Conduct client-specific trainings based on new processes or developments
- Analyse training needs and work with the Lead to design new training interventions
- Conduct refresher trainings biannually based on program-specific processes
- Build knowledge resources (audio visual-based practices)
- Design new training simulations such as role play, case studies, etc. from time to time
- Mentor junior team members
Operational Work Related to Process Training
- Build and take ownership of the training calendar
- Maintain data hygiene with respect to trainings and validate it from time to time
- Track training outcomes and initiate necessary interventions to improve the outcome Assess existing employees ?? training needs through timely knowledge checks Analyse new employee performance and define measurement and certification requirement
- Maintain training records with respect to assessment scores of medical processes and adverse events.
- Manage client reports such as monthly training updates, new joinee training records, mock calls report, refresher trainings, new interventions and trainings for cross hires and assessment scores
- Maintain hard copy and soft copy records with respect to training records, assessment score cards and new joinee trackers
Team Management
- Understand the scope of work, and plan and assign work to the team members based on their skill sets
- Convey client requirements and review the work done by the team members, provide feedback and conduct their performance appraisal
- Ensure that the entire team follows best practices with regard to processes and communication (internal and external)
- Provide on-the-job guidance to the new joinees on programme-specific processes
Process Management and Compliance
- Responsible to drive and maintain quality standards for various client deliverables across the team
- Responsible to educate the team (both existing and new members) on maintaining confidentiality, copyright rules for various deliverables as per clients and company norms Responsible to ensure the team follows all the security rules with regard to various standards such as client SOPs, ISMS, ISO and CMMI