Job Title: Training Analyst

Location: Gurugram, Haryana
Employment Type: Full-time

Job Overview and Responsibilities

The Training Analyst will be responsible for managing core training programs, tracking key metrics, and collaborating with various stakeholders across the organization. This role focuses on analyzing data, generating insights, and ensuring the effectiveness of training programs within the Contact Center.

Key Responsibilities:

• Training Management:

  • Coordinate the scheduling and delivery of training programs with Workforce Supervisory teams.
  • Support the administration, documentation, tracking, and reporting of training programs via the Learning Management System (LMS).
  • Maintain records of training activities and ensure effective program delivery.

• Data Analysis and Reporting:

  • Collect, monitor, and analyze business data to produce customized reports.
  • Measure training effectiveness, identify process improvements, and manage training-related expenses.
  • Distribute daily, weekly, and monthly reports on training activities and performance metrics.

• Process Improvement and Automation:

  • Build and manage data models to enhance data accuracy.
  • Identify opportunities for continuous improvement and automation of training processes.

• Insights and Recommendations:

  • Analyze trends and provide actionable insights to enhance training outcomes and performance across the Contact Center.

• System Maintenance and Documentation:

  • Ensure system registrations and survey creation are properly maintained.

Required Qualifications:

• Education:

  • Bachelor’s degree or equivalent work experience.

• Skills:

  • Strong analytical skills and attention to detail.
  • Advanced proficiency in Microsoft Excel.
  • Ability to multitask and manage competing priorities.
  • Excellent collaboration and teamwork skills.

• Experience:

  • 1+ years of experience working with data analysis and reporting.

Preferred Qualifications:

• Prior experience in a Contact Center environment is preferred.
• Experience with Spotfire or similar data visualization tools is a plus.
• Knowledge of Qualtrics is a bonus.
• Familiarity with Continuous Improvement methodologies (e.g., Six Sigma) is desirable.
• Prior experience in an analytical role is an advantage.

Work Conditions:

• This position is offered under local conditions, and work visas or expatriate assignments are not provided.
• Company: United Airlines Business Services Pvt. Ltd. – A fully owned subsidiary of United Airlines Inc.

How to Apply:

Interested candidates are encouraged to apply by submitting an updated resume outlining relevant experience and skills.