Job Title

Key Responsibilities:1. Training Design & Delivery: Develop and delivercomprehensive training programsonE commerce - Market Place policies, compliance guidelines, and customer handling best practices . Conductnew hire training, refresher courses, and upskilling programsfor Tier 3 agents. Ensure training content isaligned with E commerce - Market Place Store updates, industry trends, and compliance regulations . 2. Process & Policy Knowledge Enhancement: Train agents onpolicy enforcement, case-handling workflows, and escalation procedures . Conductknowledge assessments, quizzes, and feedback sessionsto gauge understanding. Work withSubject Matter Experts (SMEs) and Quality Analysts (QAs)to refine training materials. 3. Performance Monitoring & Coaching: Track trainee performance throughmetrics like accuracy, productivity, and policy adherence . Provideone-on-one coachingto agents needing additional support. Identifytraining gapsand design programs to enhance skill development. 4. Training Documentation & Reporting: Maintaintraining materials, knowledge base, and process documentation . Generateweekly/monthly reportson training effectiveness, knowledge retention, and agent performance improvements. Collaborate with stakeholders toimplement best practices and improve learning methodologies .Required Qualifications & Skills:✔B2 and above-level proficiencyin English ✔3+ years of experienceintraining, content moderation, Trust & Safety, or policy compliance . ✔ Strong knowledge ofE commerce - Market Place Store policies, content guidelines, and enforcement practices . ✔ Experience increating training materials, conducting workshops, and facilitating knowledge-sharing sessions . ✔ Proficiency inLMS platforms, training tools, and ticketing systems (Zendesk, JIRA, Salesforce, etc.) . ✔ Excellentcommunication, presentation, and coaching skills .Immediate Joiners PreferredShare cv at Vaishali.vaishali27@