Process Trainer- Gaming Support

Work Location: Hyderabad

Education Qualification: Full-time graduation / Post graduationShifts: Night Shifts(24/7)

• Experience required: 2 to 7 years in the gaming support process.

• Roles and Responsibilities: As a Process Trainer for the Gaming Support Process, you will be responsible for training and developing new and existing team members to ensure high-quality customer support and technical expertise.

• Key Responsibilities:

Training Delivery:

• Conduct training sessions for new hires on gaming consoles, products, and support processes.

Provide ongoing coaching and development to support representatives on technical and soft skills.

• Design and deliver training modules that align with business objectives and enhance customer service capabilities.

Quality Assurance:

• Monitor and evaluate calls, emails, and chats to assess service quality and adherence to processes.

Provide feedback and coaching to agents based on performance evaluations and quality metrics.

• Implement improvement plans and corrective actions to drive continuous improvement in service delivery.

Documentation and Reporting:

• Maintain training records and documentation related to training sessions and performance evaluations.

Prepare reports on training effectiveness, agent performance, and quality assurance findings.

• Analyze data to identify trends and areas for improvement in training and support processes.

Knowledge Management:

• Update training materials and knowledge base content based on product updates and customer feedback.

Ensure training materials are current, relevant, and accessible to support representatives.

• Facilitate knowledge sharing sessions and workshops to promote continuous learning and skill development.

Collaboration and Support:

• Collaborate with operations managers and stakeholders to identify training needs and develop training programs.

Support the onboarding process by assisting in the training and integration of new team members.

• Foster a positive and productive team environment focused on delivering exceptional customer support.

• Additional Skill Set:

Subject Matter Expertise:

• In-depth knowledge of gaming consoles, games, and related services.

Ability to troubleshoot complex technical issues and provide guidance to support representatives.

Training and Facilitation Skills: Proven experience in delivering engaging and effective training sessions.

• Strong presentation skills and the ability to communicate complex information clearly and concisely.

Analytical and Problem-Solving Abilities:

• Analytical mindset to interpret data and identify performance improvement opportunities.

Ability to solve problems effectively and make data-driven decisions.

• Leadership and Team Collaboration:

Ability to lead and motivate a team of support representatives.

• Collaborative approach to working with cross-functional teams and stakeholders.

Continuous Learning and Development:

• Commitment to staying updated on gaming industry trends and advancements.

Willingness to learn new technologies and adapt training strategies accordingly.

• Additional Information:

This position requires working in permanent night shifts.

Contact Recruiter:- Rishabh (9116419077)

Job Types: Full-time, Permanent

Pay: 54,

• 00 - 58,000.00 per month
  
  Benefits:
• Commuter assistance

Health insurance

• Leave encashment

Provident Fund
Schedule:

• Night shift

Rotational shift

• US shift

Supplemental pay types:

• Performance bonus

Shift allowance

• Yearly bonus

Education:

• Bachelor's (Required)

Experience:

• Process Training: 1 year (Required)

total work: 2 years (Required)

• Gaming Support: 1 year (Required)

* BPO: 2 years (Required)

Language:

• English (Preferred)

Work Location: In person