Job
Description
PURPOSE OF THE POSITION: We are seeking a dynamic and experienced Process Trainer / Lead Trainer with a strong background in life insurance and call centre operations. The ideal candidate will be responsible for designing, delivering, and evaluating training programs that enhance the performance and knowledge of customer service executives and sales agents. The role requires in-depth understanding of life insurance products, regulatory guidelines, and customer interaction processes .Key Responsibilities: Design and deliver effective training programs on life insurance products, sales techniques, compliance, and customer service. Conduct onboarding training for new hires and refresher sessions for existing staff. Monitor, assess, and report on trainees’ progress through assessments, call audits, and feedback mechanisms. Collaborate with operations, quality, and compliance teams to identify training needs and skill gaps. Develop training content, manuals, SOPs, and e-learning modules tailored to call centre and insurance operations. Lead floor support during nesting/transition phases and provide real-time coaching. Drive performance improvement through targeted interventions and coaching plans. Ensure adherence to IRDAI regulations and company policies in all training content and delivery. Manage training MIS, dashboards, and maintain detailed documentation of training activities and outcomes. Support training strategy development.Key Skills & Qualifications: Graduate in any discipline (Insurance certifications like IRDAI training would be an advantage). Proven experience in process training or lead training roles in the life insurance and/or BPO/call centre domain. Strong knowledge of life insurance products, regulatory compliance, and customer servicing protocols. Excellent presentation, facilitation, and interpersonal skills. Strong command over spoken and written English & Hindi; multilingual ability is preferred. Ability to handle multiple training batches and deadlines efficiently. Proficiency in MS Office and Learning Management Systems (LMS). Preferred Attributes: High energy and ability to engage diverse learners. Analytical mindset to assess training effectiveness. Exhibits leadership and collaborative working style. Willingness to work in flexible shifts, if required. Educational Qualifications Graduation Years of Experience Minimum 3 years (for Process Trainer), 5+ years (for Lead Trainer) Experience in Sales Training(Preferred from inbound call center only with Life Insurance Experience)/BPO training Additional Skill Required Good command on English, Hindi, Any Multilingual Languages Any Other Specification Strong Interpersonalskill/Team Player Job Types: Full-time, Permanent Pay: ₹1,100,000.00 - ₹1,200,000.00 per year Benefits: Health insurance Provident Fund Schedule: Day shift Experience: Insurance sales: 3 years (Required) Work Location: In person
