Handle customer queries via calls, emails, chats, or tickets while meeting SLAs and quality benchmarks
Understand customer issues, provide accurate resolutions, and ensure first-contact resolution
Design and deliver new-hire and refresher training programs for customer support teams
Create and maintain training materials (PPTs, SOPs, job aids, assessments)
Conduct process, product, system, and soft-skills training
Evaluate trainee performance
Identify skill gaps and run targeted coaching or remedial sessions
Partner with QA, Operations, and Leadership to align training with business goals
