Notes

DMAIC is the problem-solving approach that drives Lean Six Sigma. It's a five-phase method—Define, Measure, Analyze, Improve and Control—for improving existing process problems with unknown causes.

ADDIE -

FAP -95% $ 95
throughput -83% & 96
Certif through - 100% 100%


Personal/Family backgorund:

My name is mamta. Basically I belong to Varanasi uttarpradesh. I was Born in Mohali and brought up here only. There are 7 members in my Family. I hve 3 elder sisters and 1 younger brother. I live here with my Family in Mohali.

Eductaional Qualification:

I hve completed Masters in Sociology in 2020 from IGNOU university. I hve done my Graduation in Humanities in 2017 from PUnjab University. I hve completed my Higher studies in 2014 with first divison. I hve done my Matriculation in 2012 with first division.

Hobbies: my hobbies are : Painting and Listening to Music. At weekends i sometimes visit to Sukhna Lake situated in Chandigarh. Its a lovely Place where I feel relaxed.

Of i talk about my my strenghts: Im very calm, hardworking and responsible towards my work.

If i talk about my Shortcomings: I m very Emotional person. Which sometimes creates problems for me.

Experience:

I hve started my Job career with Intelenet Global services in 2017. Which is now known as Teleperformance. I hve started my Job as an CsA in Flipkart Email Process.

After 9 months i promoted as a Subject Matter Expert due to my hardwork and Fastr Learning skill. And i Worked as SmE for 1 nd half year. As an Sme i supported approx 35 batches in their On Job training and Certifications. and I always Available for the floor support.

Also as an SmE i hve audited the RR and CSAt responds and after that shared the feedback with the consultants.

And then I selcted as an Aux trainer in 2019 and I worked as an aux trainer for 1 yr and currently also im wroking as a sr. process trainer in email. however, i am crossed trained in Chat process as well. So i handle both the LoBs.

As a line trainer, I took 3 batches .with 95% throughput and 100% FPA.

Last year in 2020, september i have promoted as a documented trainer and post that i have taken 5 batches till now.

Thats all, thank u

A corprate trainer works in a business environmental and impart knowledge or skills to a group of employees

being a trainer we can help other people to delelop new skills and improve their own lives....if i talk about

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If ill talk.about the Key Responsobilty areas of the Trainer so :

1. Throughput
2. FAP
3. 0-30
4. Self Login
5. Refresher efficacy (TNI/BQ/Briefing)
6. Calibration
7. PKT

Major KRA is Handling NHT- on the 0 day we sent an email for the approvals of Domain id creation, SMart Assist creation, internet and Share Drive access, and other importants things that are required in our process and once we get the approvals we raise a request for the creation

Then updating the attendance of Trainees, preparing and sharing EWR Rag(analysis to identify people likely to quit and stay) , eductaing the trainees about GECSP polices and conducting the Gescp test on third day of the training

Throughput and FPA are other KRa we hve to give 85% throught and 95% FPA

Then TNI and BQ sessions: in TNI a trainer plans the session, timing of the diff slots, choosing the relevant training method, preparing the Training material: in Tni we cover the fullfloor and this sesion is bassically prepared on the basis of Fatal.and non fatal.error of last month sharrd by Quality team

Another KRI is Monthly PkT that should be 100% and conducting weekly Knowledge check.

Pre shift and post shift breifings is another KRI

Maintaining Exception Tracker MTD

At last most imp KRI is 0-30

a trainer handle and give full support to 0-30 advisors and make sure that 0-30 acheive their targets which cover RR, CSAT and PCD

If i talk about the targets of trainer, being a trainer we hve to acheive our email targets, monthly login hours, to maintain our own quality scores, RR and Csat

++ as trainer we communicate with the new trainees as well as with the tenured advisors in a very simple and professional way. Try to understand their concerns and help to resolve the same. So that after training period also they feel connected with training team which helps in acheiveing our targets


Role of the trainer: to develop a competency and skill sets in an indiviual so that he/she can perform effectively and effeciently in the work place.

Y u want to be a trainer:

Training methods:

Orientation/induction training - providing new employees with basic information about employer training

process training - is a systematic activity performed to modify their skills. attitudes and the behaviour of an employee to perform a particular job

elearning - wherein we deliver training through videos, tests, courses like nittio

role play - learning through acting that requires participants to perform a task in a realistic situation we use to do in trainings (mock calls wherein one is cx and one is advisor)- it helps to develops speaking and listening skills

refresher training - the training course which helps people review information or learn new skills needed for their job

On the job training - to imply to learning into practice

upskilling training - if new product has been added in the process or new lob ....diff from reskilling, bcz here we learn new skills to do a different job

coaching (mentoring) -

joB instruction training - means ojt to experience live process

lecture style - basically given to a large no of people

group discussions - it helps people to train at once, create a ver7y competitive environment'

case studies - like we make a RCA of the top detractor SSI and re-brief the same to the people