Conduct new-joiner induction and process training for employees.

Deliver training on products, loan processes, collection procedures, customer handling, and company policies.

Conduct refresher training based on performance gaps and business requirements.

Identify individual and team-level training needs through performance analysis.

Monitor training effectiveness through assessments, feedback, and performance tracking.

Coordinate with Operations, Quality, HR, and Business teams to identify skill gaps.

Prepare and maintain training schedules, MIS, attendance, assessments, and training records.

Conduct role plays, mock calls, product/process sessions, and knowledge checks.

Ensure employees understand customer service standards, compliance requirements, and collection guidelines.

Support the team in improving productivity, quality scores, and overall performance.

Conduct TNI (Training Need Identification) and prepare action plans for performance improvement.

Ensure training content and modules are updated as per process/business changes.