Shivani Joshi

Experience

• 

  Genpact

  Jul 2001 - May 2006

  CTE Trainer

  • Ensure voice quality for new hires, Call Monitoring and feedback• Develop modules on soft skills and voice concepts, conduct refreshers• Conduct pre, mid and post assessments for each new hire batch to analyse the specific developmental areas• Conduct telephonic interviews and hire candidates for voice processes

• 

  Fiserv

  Jun 2006 - Dec 2006

  Communications Trainer

  • Manage the Communications Training cycle for the entire organization (IT and BPO)• Devise and implement learning solutions across various levels (from Software Engineers to Project Leaders in IT to Business Associates and Senior Executives in BPO) • Deliver, evaluate & develop customized modules to enhance team & individual performance• Establish training policy and procedures and ensure adherence to compliance requirements • Coordination with support functions (Recruitment, HR, Infrastructure etc.) to enable and develop an efficient training environment Show less

• 

  WNS

  Feb 2007 - Sept 2013

  • Preparation and maintenance of Training calendar and Training SOP • Content Development basis TNI (for new hires and existing employees)• Liaise with other functions to establish a constant flow of communication• Allocation of Trainers basis Hiring plan, ensure optimum utilization of resources• Value addition for Trainers, create multiple skill sets for cross utilization• Identification of EWS cases in Training at an early stage to help minimize attrition, EWS analysis• Conduct surprise audits of batches in Training to ensure 100% compliance with Training SOP, share findings/ feedback for improvement• Conduct TTT courses for Trainers• Involved at the hiring stage to conduct Voice checks/ interviews for potential new hires, as Master Calibrator• Run calibration exercise between Trainers for consistency at interview stage for Voice Process hiring• Review Training timelines and introduce smarter & effective Training modules - reduce timeline and streamline processes• Trainer-wise analysis, conduct performance appraisals (half yearly and annual)• Constant communication with the client with update on Training activities and current Training plan Show less • Managing a team of Trainers who conduct training for Avon UK, in addition to managing a team of voice coaches who assist with floor support• Identify core competencies of workforce• Identifying training and development needs within the organization; work collaboratively with other functions to identify the training requirements associated with key business initiatives and provide solutions• Designing and developing training programs and refreshers based on the individuals needs• To act as a single point of contact for all training programs conducted by the Learning Academy for Avon employees• To co-ordinate, monitor and evaluate all training activities, providing appropriate MI to all client groups and stakeholders as and when required• Evolve a monthly training plan, amending and revising programs as necessary, in order to adapt to the changes that occur in the dynamic work environment• Train instructors and supervisors in techniques and skills for training and dealing with employees; appraisal of training effectiveness• Assist the hiring team with the selection process; responsible for trainee orientation, induction and grievance handling Show less • Facilitating pre-process (Voice & Accent) as well as process training for new hires• Conducting pre, mid and post assessments during pre-process to evaluate trainees’ performance at various levels while in training to check for improvement• Providing feedback on a regular basis so as to bridge the training gaps and expedite the learning curve• Conducting tests and proficiencies during process training to gauge the trainees’ understanding as well as to track improvement/area’s of opportunity, in an effort to evaluate their performance and facilitate accreditation• Delivering pre and post training reports on a daily as well as weekly basis to the Senior Management to keep them updated• Screening prospective candidates by conducting voice checks and telephonic interviews in liaison with HR• Conducting Training Need Analysis for agents in production and suggest strategies to improve the knowledge level of the bottom quartile Show less

  • Group Manager, Training

    Apr 2012 - Sept 2013

  • Deputy Manager, Training

    Jul 2009 - Mar 2012

  • Senior Trainer

    Feb 2007 - Jun 2009
• 

  Sabbatical

  Oct 2013 - Mar 2021

  Work Break
• 

  Jio

  Apr 2021 - now

  Training Manager - SMB