Process Trainer

Job Title: Process Trainer Aviation Background (BPO)

Location: Noida Department: Training Job Type: Full-Time Job Summary: We are seeking a dynamic and experienced Process Trainer with an aviation background to join our BPO team. The ideal candidate will bring a strong understanding of aviation operations and customer service, combined with excellent communication and training delivery skills. You will be responsible for onboarding, upskilling, and continuously enhancing the performance of customer support agents handling aviation-related processes. Key Responsibilities: Deliver process training for new hires and existing employees in aviation-related BPO processes (e.g., ticketing, reservations, baggage handling, customer service). ¢ ¢ ¢ ¢ ¢ Design, update, and maintain training modules, SOPs, and assessments as per client requirements. Conduct refresher training sessions to improve process knowledge, soft skills, and product updates. Coordinate with operations and quality teams to identify training needs and performance gaps. Provide feedback, coaching, and mentoring to improve individual and team performance. Track and report training eectiveness using post-training assessments and performance metrics. Maintain training records and ensure compliance with internal and external audit requirements. Keep updated on industry trends and client-specic aviation processes to ensure training relevance.

Key Requirements: ¢ ¢ Education: Graduate in any discipline (aviation certication/diploma is a plus). Experience: o Minimum 2-4 years in the aviation industry (as cabin crew, ground sta, or customer service). o At least 1-2 years of experience in training delivery in a BPO or similar setup. ¢ ¢ ¢ Strong knowledge of GDS systems (e.g., Amadeus, Galileo, Sabre) is preferred. Excellent communication and presentation skills. Ability to engage and motivate learners in both classroom and virtual training environments. ¢ ¢ Strong interpersonal skills and adaptability to work with diverse teams. Prociency in MS Oice tools (Word, PowerPoint, Excel). Preferred Attributes: ¢ ¢ Exposure to international BPO processes. Certication in training/learning & development (e.g., Train the Trainer, Instructional Design). ¢ Understanding of service quality metrics like CSAT, NPS, AHT, etc. Salary: As per industry standards Shift: Rotational (based on process/client requirements)