About Trantor:

Trantor is a technology services company focused on outsourced product development and digital re-engineering. Leveraging our CaptiveCoE™ engagement model, we operate as a seamless extension of our client’s teams to provide rapid scalability with predictable budgets. Founded in 2012, Trantor has worked with customers across Tech, FinTech, Media & Cybersecurity industries. We have centers in the US, India, Canada, and Costa Rica. We are consistently rated as the #1 employer in the region with the ability to attract and retain technical talent. Our commitment to excellence and impactful results has translated to long-term relationships and value for our clients and solution partners.                                                                                                                                       

Job Role & Responsibilities

• Conduct communication training batches
• Manage internal and external stakeholders, publish updates/dashboards on periodic basis
• Maintain training performance in terms of throughput, training feedback, timely closure of  training batches
• Conduct TNA, conduct regular refreshers and improve performance for BQ batches
• Building capabilities at Technical and Managerial Levels
• Ensure documentation (training SOPs, etc.) and data are managed well.
• Collaborate with various departments in the organization
• Engage in upskilling/cross-skilling for self
• Design & Develop content incl. simulations
• Develop and implement quality control procedures and processes to ensure that services meet customer expectations and regulatory requirements
• Conduct quality audits of services to ensure compliance with established quality standards
• Collaborate with other departments to develop and implement corrective and preventive action plans
• Monitor and report on quality performance metrics to identify areas for improvement
• Develop and implement training programs to ensure that employees understand and comply with quality control procedures and processes
• Participate in the development and implementation of new products or services to ensure that quality standards are met
• Ensure that all quality control procedures and processes are documented and maintained.

Required Skills

• At least 4-6 years relevant Comm. training & coaching exp.
• Proficient is sounds, pronunciation, grammar (esp. functional grammar), soft skills, culture (US/UK)
• Preferably some experience as a Quality Analyst (Voice & Email) in an International process in any BPO/KPO
• Must have experience in publishing dashboards and MIS.
• Strong performance management skills to improve resource performance
• Exceptional verbal and written communication skills
• Good presentation skills, including preparing and delivering