Responsible for:* Developing, assessing and facilitating training for newly hired and existing employees, including Team Leader and Managers.* Creating and delivering weekly, monthly and quarterly, performance reports to the stakeholders and client.* Delivering process updates and updating all SOP related documents.* Compile course evaluations, produce summary reports & provide constructive feedback.* Performing weekly quality reviews for all the associates in the process. * Providing additional support to agents in PIP/BQ through refreshers, prechecks & daily+weekly feedback sessions.

Role: Process & Soft Skills Training AnalystResponsibilities: * Managing the logistics of learning and creating an effective learning environment for the newly hired and existing employees. * Manage end-to-end of training logistics that includes training initiation, communication with stakeholders, participants and complete coordination of a training event.* Collaborate with stakeholders across the organization to ensure learning content and information is accurate and updated and meets the current needs of the organization.* Building & organizing regular knowledge tests, followed by a feedback session.* Working with Quality, Training and Operations team on process improvement projects with efficient stakeholder management.

Responsible for:* Facilitating process training and nesting for new hired and cross trained associates.* Managing the logistics of learning and creating an effective learning environment proving successful knowledge transfer.* Compiling course evaluations and producing summary reports of participant feedback.* Working closely with the management & stakeholders in the preparation, development & coordination of training events.* Contributing to continuous needs of analysis and training improvement and additional training projects as required.* Building relationships across the global team to ensure we leverage all available content and execute localization as needed.* Provide visibility of training status and progress to stakeholders, process owners and associated support leads by sharing regular training updates/reports as per agreed cadence and approved format.

Responsible for:* Providing support to the new & existing employees.* Helping supervisors create weekly & monthly performance reports.* Coordinating with other departments & facilities globally to resolve client’s issues.* Providing telephonic and written support related to sales & service to customers.* Investigating and resolving pre & post delivery issues to the satisfaction of the client and act on behalf of the customer with other Dell departments to ensure proper resolution of the problem.* Enhancing the value of the positive customer experience through the knowledge, information, and advice given.