Job Description :

(New Hire Training/Refresher Trainings, Knowledge Management, Quality &Service)

• Work closely with partner for all new hire training batches- Resource, trainer readiness,
• Be part of hiring checks for new resources
• Ensure Myntra new hire process manuals and trainer guide are update
• Trainer knowledge check and enhancement
• Learnings from each batch to be shared and implemented for future batches.
• Ensure all levels of assessments and certification is completed for every batch as per timelines
• Ensure only certified resources are moved to production and non-certified resources are moved out of the process
• ID creation during training and deletion for non-certified and attrite resources during training is done within 24hours.
• Identify training needs and plan refresher trainings. Drive Bottom Quartile Management.
• Track post training/refresher efficacy.
• Should be a facilitator for any new product launch or adhoc training requirements
• Communicate with various departments within the partner org in related to trainings, refreshers, update management
• Drive Knowledge base usage to improve/ensure accuracy of information provided to customers at partner site.
• Liaise with Myntra spocs for clarification required at Partner
• Conduct monthly knowledge assessments at partner knowledge
• Partner to follow stringent audit process at a champion level
• Conduct frequent calibrations are conducted and ensure partner is well calibrated
• Hygiene checks on call disconnections, long AHT, coupon
• Need to collate process improvement ideas and share with Myntra stakeholders in a timely manner
• Ensure proactive alerts on process deviations and issues at partner center
• Work very closely with partner to bridge process gaps and improve process