Process Trainer

A Process Trainer is responsible for designing and delivering comprehensive training programs,
ensuring seamless knowledge transfer through effective methodologies. They must collaborate
with stakeholders to develop, update, and refine training materials based on policy changes and
operational insights. Key responsibilities include conducting on-the-job coaching, creating
educational resources, and organizing structured training sessions for new hires and existing
employees.

Key Responsibilities:

1. Training Delivery: Conduct engaging process training sessions for new hires and refresher
   programs for tenured employees based on needs identification surveys from operations.
2. Content Development: Create, update, and maintain training materials, SOPs, and
   knowledge bases to align with business updates.
3. Performance Tracking: Monitor trainee progress through assessments, feedback, and real-
   time evaluations to measure training effectiveness.
4. Soft Skills Training: Enhance business writing skills, communication, empathy, problem-
   solving, and conflict resolution skills for better customer interactions.
5. Mock Call & Role-Play Sessions: Conduct interactive activities to develop practical skills in
   handling various customer scenarios.
6. Quality & Compliance Alignment: Collaborate with QA teams to identify knowledge gaps
   and integrate key insights into training modules.
7. Nesting Support & Coaching: Provide post-training support to trainees during the transition
   to live operations.
8. Process & Policy Updates: Ensure all training materials reflect the latest policies, workflows,
   and compliance standards.
9. Data-Driven Training Decisions: Use feedback, assessments, and performance metrics to
   refine training methodologies.
10. Stakeholder Collaboration: Work with operations, quality, and HR teams to align training
    with business goals.
11. Gamification & Engagement Strategies: Implement creative learning methods to increase
    trainee participation and knowledge retention.
12. Cross-Skilling & Upskilling Initiatives: Train employees on multiple processes to improve
    operational efficiency and workforce flexibility.
13. Reports & Documentation: Maintain training logs, evaluations, and daily reports to track
    training effectiveness on daily bases.
14. Hands on experience: Working on live tickets to keep up with the updates and aligning with
    the targets set by the reporting manager.
15. Continuous Learning & Development: Stay updated with industry trends and best practices
    to enhance training effectiveness.
16. Throughput: Will be responsible for minimum 90% throughput per batch.

Skills & Experience

• 2+ years of work experience in customer service industry
• Excellent verbal and written communication with strong presentation skills.
• Ability to manage high-pressure training environments with large batches.
• Strong documentation skills for process standardization and knowledge
  management.
• Able to build a team from the training batch within the first 7 days
• Responsible to deliver training reports daily and on time.
• Responsible for working with the QA and Operations team to takeaway learnings
  from the production floor and implement with new batches
• Continuous learner and a strong SME/Trainer.
• Experience in contact centre (voice and non-voice) will be added advantage
• Should be flexible to work in shifts
• Strong functional knowledge and hands on expertise, inherent ability to train and
  groom team members
• Team player and having ownership mind-set
• Proficient in using productivity suites
• Strong ability to provide constructive feedback and mentor trainees for performance
  improvement.