L2 – Trainer

L2 – Trainer

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Trainer’s Job Standards for 2010

Overview:

As the key interface between the Raters / Issuers and the Organization, UW Support Trainer ensure that all the critical work done by the raters are trained within the set timeframes with quality work been delivered by the end of the training period.

Based upon the goals outlined in this document, it is expected that each trainer performs their role to the best of their ability, and follows departmental guidelines and procedures as directed by their Assistant Manager Operations. Compliance in all areas of expectation is critical, and if areas of development exist, plans will be outlined and managed by the Assistant Manager Operations, and improvement must be shown over reasonable and expected timeframes,

Below, an outline of goals for UW Support trainers’, with key descriptions and measurements for each expectation, along with weighting expectations as it affects performance reviews on the semi and annual period is provided.

Goals:

  1. Overall Batch Quality (From Signoff) 20%

  2. TNA (Implementation and Content) 20%

  3. Timely completion of the training process 15%

  4. Average score of the Assistant Trainer and Lead Analyst 15%

  5. Attrition (Monthly Annualized <35%) 15%

  6. Traits 15%

Detail:

Overall Batch Quality* (20%)

To ensure the long-term profitability and stability of Vantage Agora, as well as the sustainability of the Deep South process, it is critical that each Trainer exemplify an exponentially decreasing trend in error rates of his / her batch members and ensure that the batch portrays immense attention to detail.

The trainer needs to ensure that the training batch members needs to be above 85% on the first month of Go live in Quality. These quality scores will be derived by the trainer and the assistant trainer by having all the files rated / issued monitored. All the scores attained by the batch from the time they start producing live files till the end of the first month will be tracked and utilized for this purpose. At 6 month and year-end reviews, average semi-annual and annual scores will determine the Trainers rating in this category.

Performance reports should be readily accessible, and performance improvement plans should be available when ever requested.

Teams Quality Score

Performance Review Score (Out of 5)

99% – 100%

5

<95%

4

<85%

3

<80%

2

<75%

1

 * When there is no training that is in progress weight-age of the this section and section 3 will be divided as per the following for that particular month,TNA 20%,Performance of the Assistant Trainer 15%

 TNA (Implementation and Content) (20%)

 Training needs Analysis is a very critical part in the job role of the trainer where in the trainer needs to identify and analyze data that would support the improvement of the rater on an ongoing basis.

The content development of each and every topic is very crucial for training. The training team needs to ensure that all monthly product knowledge tests are conducted by the last week of every month and also ensure the papers are corrected and the scores shared with operations on the second week of the month. Based on the scores, the content is prepared and the training is completed for the raters.

To check the effectiveness of the training, a compliance audit will be conducted. Based on the audit’s scores, the below measure will be determined.

% of Raters Compliant

Performance Review Score (Out of 5)

100%

5

<95%

4

<92%

3

<90%

2

Less 90%

1

 Timely completion of the training process (15%)

To have the organization run effectively, it is imperative for the training team to complete the trainings that are in progress in a timely manner. The operations team will have planned their manpower requirement for the quarter and if the training team is unable to complete the training required within the desired time frames, the operations team will have to rework on the planning and strategy to meet the monthly targets expected by the client. If the client is intending to release new processes, the launch dates may also get delayed which in turn will hamper the growth of the entire process.

 The end date of any training will be determined by the Centre Manager based on the complexity of the process and project for which the training is taking place for. The end date of training is necessarily determined by the date on which the entire training team will be signed off by the training team, post OJT.

Delay in completion

Performance Review Score (Out of 5)

0 Days

5

1 Day

4

2 Days

3

3-5 Days

2

Beyond 5 Days

1

 Average Score of the Assistant Trainer and Lead Analyst (20%)

 A trainer is not only responsible for the performance of the trainees but is also responsible for the Assistant trainer and the Lead analyst and his / her performance. An Assistant trainer and a Lead Analyst is a key resource to the organization and requires to be groomed as he / she will be taking over the trainer’s position and the Team Manager’s position and will be responsible for training fresh hire. He / she will also be the face of the organization hence making it mandatory for them to be guided in the correct direction.

 The Assistant trainer’s and the Lead analyst’s monthly performance scores are collated. Based on these scores of the Assistant trainer and the Lead analyst, the trainer’s scores will be determined.

Report’s Score

Performance Review Score (Out of 5)

4.5 – 5

5

3.5 – 4.4

4

2.5 – 3.4

3

1.5 – 2.4

2

0 – 1.4

1

 Attrition (Monthly Annualized) (15%)

 All employees are critical to the success of the organization; as the trainer is the face of the organization it’s the trainer’s responsibility to ensure that their team member knows the value of working within organization. The trainer also needs to ensure that their team members has to come into the work place motivated and ready to outperform every day in training. The trainer needs to build and drive the optimistic culture of wining and positive attitude within the team.

 Attrition being a critical metric of the organization the trainer needs to ensure that he/she manages the expectation of the trainee during the training period before hand over to operations

 All employees who quit the organization during the training period (Desired or Undesired) will be calculated as attrition for the trainer. The trainer needs to ensure that their attrition percentage needs to be below 30% for every batch been handed over to him/her

Attrition %

Performance Review Score (Out of 5)

0%

5

>20%

4

>35%

3

>40%

2

>45%

1

Traits (15%)

 Process Improvements

  • Must constantly analyze the process and figure more effective methods of managing the current business

  • Not only suggesting, but also should implement ideas of improvement

  • Post implementations he/she must study the results of the measure and improvise the same

 Initiative

  • Having a creative mind and developing new ideas that benefits the organization and the process

  • Does not give any excuses for failure or non completion of work responsibilities

  • Is dependable and shows considerable maturity in interaction with peers and direct reports

Motivational Activities

  • Must tirelessly work toward increasing the performance of the direct reports by encouraging them go beyond the call of duty

  • Should ensure that all his/her are actively participating in the daily operations by conducting motivational activities

  • Has to conduct team huddles everyday to ensure that team is driven toward meeting its targets

  • Has to conduct one-on-one meetings with each of the team members to ensure the monthly targets are discussed and ideas are shared with the them advising them as to how to improve their efficiency

Harsha

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