BPO Trainer - Insurance background

Job Description: BPO Process Trainer – General InsurancePosition

Title: Process Trainer – General Insurance

Department: Training & Quality / Operations

Location: Begumpet(Hyderabad)

Employment Type: Full-time

Role Overview

The Process Trainer will be responsible for delivering high-quality training for new hires and existing team members in the General Insurance (GI) sales process within a BPO environment. The role demands strong domain knowledge in general insurance, including product features, regulatory guidelines, underwriting basics, customer handling, and cross-selling. The trainer should have expertise in performance metrics such as PKT, throughput analysis, and quartile performance evaluation. This role requires the ability to engage and train freshers to ensure they meet process standards and sales expectations.

Key ResponsibilitiesTraining Delivery

• Conduct comprehensive induction and process training for new hires in general insurance sales.
• Deliver modules on insurance products, policy benefits, exclusions, endorsements, regulatory norms, and use-case scenarios.
• Ensure trainees fully understand PKT (Process Knowledge Test) requirements and scoring standards.
• Train agents on performance quartiles (Bottom, Medium, Above Quartile) and guide them to achieve target levels.

Performance & Process Analysis

• Conduct throughput analysis to measure trainee productivity, conversion, and process adherence.
• Utilize throughput formula effectively to identify training gaps and improvement areas.
• Evaluate trainee progress through assessments, mock calls, and PKTs.
• Provide performance coaching to agents across all quartiles to uplift overall team performance.

Content & Process Management

• Create and update training content, SOPs, scripts, assessments, and job aids for insurance sales.
• Collaborate with Quality and Operations teams to understand process updates and integrate them into training.
• Ensure training delivery complies with IRDAI guidelines and BPO training standards.

People Management

• Mentor, coach, and support freshers transitioning to production.
• Manage batch performance, attrition control, and post-training performance tracking.
• Conduct refreshers, upskilling sessions, and remediation training for under performing agents.

Key Skills & Competencies

• Strong knowledge of General Insurance domain (motor, health, property, commercial lines, add-ons, claims).
• Expertise in PKT creation, scoring, and evaluation.
• Understanding of performance quartiles: Bottom, Medium, Above Quartile.
• Proficient in throughput analysis, throughput formula, and performance forecasting.
• Excellent communication, presentation, and facilitation skills.
• Ability to train and motivate freshers for insurance sales processes.
• Strong analytical and problem-solving skills.
• Good understanding of sales behaviour, objection handling, and compliance.

Educational & Experience Requirements

• Bachelor’s degree or equivalent required.
• 2–5 years of experience as a Process Trainer in a BPO, preferably in insurance or BFSI domain.
• Experience in training freshers for insurance sales processes is mandatory.

Key Performance Indicators (KPIs)

• PKT pass rate of trainees.
• Agent throughput and productivity improvement post-training.
• Reduction in bottom quartile performers.
• Batch performance stability in early production weeks.
• Adherence to training SLAs and documentation.

Job Types: Full-time, Permanent

Pay: ₹20,000.00 - ₹28,000.00 per month

Benefits:

• Health insurance
• Provident Fund

Work Location: In person