Business Interlock Analyst

Skill required: Talent Development - Instructor-Led Training (ILT)

Designation: Business Interlock Analyst

Qualifications:Any Graduation

Years of Experience:3 to 5 years

What would you do? Conduct regular coaching and performance monitoring of agents, while partnering closely with Operations to drive a team-oriented, high-performance environment through leadership, training, and continuous improvement.Lead deployment of new hire domain/process training, design and customize F&A training content, and collaborate with Delivery on targeted interventions and knowledge management.Deliver on-the-job training and upskill bottom performers as per TNA, while tracking, documenting, and reporting training progress to Training and Operations.Talent Development involves creating and implementing programs to enhance employees skills and career growth. This includes training, mentoring, and performance management. The goal is to help employees reach their full potential and contribute effectively to the organization. Responsibilities also include identifying skill gaps and developing strategies to address them. This role is essential for fostering a skilled and motivated workforce. The objective of this position is to positively influence and manage training to effect training throughput and yield the highest capacity given customer/client metrics. This includes knowledge management actions, Training need analysis, Training design and development, Training delivery, Training evaluation and reportingThe practice of training and learning material between an instructor and learners, either individuals or groups. Instructors can also be referred to as a facilitator, who may be knowledgeable and experienced in the learning material, but can also be used more for their facilitation skills and ability to deliver material to learners.

What are we looking for? Stay updated on required skills/qualifications and share insights with leadershipMonitor agent performance and provide process-specific coaching on the floorParticipate in team huddles and share process updatesCollaborate with CD Deputy Manager to plan, deliver, and track training initiativesAdd value through call coaching and guidance aligned with process requirementsParticipate in calibration sessions with OperationsDesign and update training programs, content, and process documentationManage training logistics (venue, transport, attendance) for effective deliveryDeliver training sessions as required, including new hire supportEnsure availability and maintenance of training tools and materialsEnsure compliance with organizational and statutory training standardsTrack, measure, and report training effectiveness and development progressContinuously upskill and stay updated in the F&A domain

Roles and Responsibilities: