Process Trainer

Position: Process Trainer

Overview:

Key Responsibilities:

• Design and deliver training modules for onboarding and upskilling.

• Conduct client-specific process training for new hires.

• Assess trainee performance through evaluations, role plays, and feedback.

• Collaborate with Ops and Quality teams to identify skill gaps and training needs.

• Update training materials in line with process changes.

• Monitor post-training performance (ojt) and provide coaching support.

• Maintain training records and share periodic reports with management.

• Conduct refresher trainings based on audit results and performance metrics.

• Ensure compliance with data security and client confidentiality during sessions.

Requirements:

• Bachelors degree or equivalent.

• Minimum 2 years of experience as a Process Trainer in the e-commerce domain (Bpo preferred).

• Strong knowledge of voice, non-voice, or blended Bpo operations.

• Excellent communication, facilitation, and presentation skills.

• Proficient with MS-Office and virtual training platforms (Zoom, Ms-Teams, etc.).

• Certification in training/instructional design is a plus.

Eligibility:

• Fluent in English.

• Proven experience in new hire training, process transitions, and refresher sessions.

• Hands-on training delivery in Bpo (voice/non-voice/blended).