Conducting day to day analysis for operational metrics like SLA, CSAT, Utilization and report generation at process level. Identifying training needs across levels through mapping of skills required for different roles and analysis of the existing level of competencies; understanding soft skill training needs and customizing the training module accordingly. Developing training curriculum (Leadership, Quality, Sales, Induction and Soft Skills, Motivational training); formulating and reviewing training outlines and determining appropriate instructional methodologies and formats. Preparing pre-training and post training evaluation tools and kits; identifying potential areas for grooming employees through regular assessments and mentoring to develop appropriate modules.