Our client represents the connected world, offering innovative and customer-centric information technology experiences, enabling Enterprises, Associates, and the Society to Rise™. They are a USD billion company with professionals across 90 countries, helping 988 global customers including Fortune 500 companies. Our convergent, digital, design experiences, innovation platforms, and reusable assets connect across several technologies to deliver tangible business value and experiences to our stakeholders. The client has been recognized among India's 50 best companies to work for in 2020 by the Great Place to Work Institute.

Scope:

To nurture and foster a culture of continuous learning and development within our organization. You will be instrumental in delivering dynamic training programs that not only meet the current needs of our workforce but also anticipate future trends within our industry. You will work closely with operational leaders to measure the effectiveness of our training and identify additional training needs. Through a blend of training methods and cutting-edge technology, you will empower our employees with the knowledge and skills they need to excel in their roles and contribute to our mission of delivering exceptional value to our clients.

Responsibilities:

• Plan, develop and facilitate internal training for new and existing personnel
• Provide support to the training manager in establishing, measuring, and monitoring key training metrics.
• Monitor the progress of trainees and coach for improvement. Provide clear and concise assessments of trainee's progress and overall performance during training.
• Provide constructive coaching and feedback to associates
• Training effectively and efficiently.
• Design and evaluate training and performance interventions (pre and post-training assessment)
• Identify performance gaps, and causes of performance gaps and provide solutions to the training and production teams.
• Actively monitor calls by listening to the agent's calls (Recorded / live) and share required feedback.
• Maintain familiarity with standard operating procedures and have a thorough understanding of operations and the quality assurance process.
• To be updated on all process-related information for training purposes and available to take calls to keep in touch with operations
• Publish daily / weekly/monthly reports to stakeholders

Qualifications & Requirements:

• Customized working schedule depending on the service window received from the client
• Capable of working flexibly in a team environment, driven by the motto that Together Everyone Achieves More
• Preferred: Candidate must possess at least a Bachelor's/College Degree, in any field.
• At least 1 year of working experience in a fintech, banking or a related field is required for this position.
• Experience in handling a portfolio with customer services programs (experience with Retail programs is an advantage)
• Excellent written and verbal communication skills
• Must possess good presentation skills
• Excellent Organizational and planning skills
• Good understanding of Group Dynamics (diversity)
• Experience in MSOffice applications like Word/Excel/PowerPoint
• Analytic and Results Oriented
• Great language level (B2 and above) Swedish (English is mandatory)
• Strong experience in presentation skills
• Experience in Customer Support/Customer Relationship/Customer Service
• Hands-on experience in back-office activities - Live Chat and Social Media
• Tech stack experience of:

• G-suite
• Jira
• Slack
• Chat Platform (Fresh desk and fresh chat)

Does this sound like you? We would love to receive your application!

Nordic Jobs Worldwide

Nordic Jobs Worldwide is a professional Nordic recruitment company focused on connecting candidates from Sweden, Finland, Norway, and Denmark with businesses from all over the world.

Nordic Jobs Worldwide is the largest language recruitment agency in the Nordic region, with offices in Oslo, Tallinn, Malaga, Malta, and Lisbon. We match the most exciting jobs with Nordic talent worldwide. We have helped over 3000 people find their dream job with our 300+ partners in over 30 countries.