Process Trainer

Job Description

We are seeking a skilled and enthusiastic Product & Process Trainer to join our growing travel company. The ideal candidate will be responsible for educating teams on our proprietary travel website's features, operational workflows, and customer interaction processes to drive organic sales. He/She will help build employee capability through structured learning interventions and real-time coaching, ensuring teams are confident in handling inbound inquiries , outbound calls and converting them into successful bookings. Key Responsibilities: Product & Process Training: Design and deliver comprehensive training programs on travel website features, user navigation, workflows, and booking procedures. Conduct induction, refresher, and upskilling sessions for sales and customer support teams. Create engaging SOPs, knowledge bases, and support material in sync with the website updates and product rollouts. Collaborate with Operations and Marketing teams to stay up to date on changes and ensure training reflects current business priorities. Monitor employee performance post-training and provide feedback, coaching, and on-the-job support to enhance product knowledge and sales skills. Sales Enablement via Organic Leads: Train employees to understand customer psychology and use the travel website efficiently to close inbound sales. Develop scripts, objection handling tips, and scenario-based training to convert organic leads from calls and chats. Assess gaps in product understanding or process adherence and create remedial plans to bridge them. Voice & Accent and Communication Training: Assess voice quality and communication effectiveness of customer-facing agents. Conduct voice & accent neutralization sessions to enhance clarity and customer comfort. Improve pronunciation, fluency, and soft skills to support high-quality customer interactions. Quality Assurance & Evaluation: Track training effectiveness using metrics like lead conversion, call handling quality, and product accuracy. Maintain training schedules, feedback logs, attendance records, and performance evaluations. Recommend and implement continuous improvements in training delivery and content. Key Requirements: Bachelor’s degree in any discipline (preferred: Communication, Travel & Tourism, English, or related fields). Minimum 4 years of experience in product/process training in a BPO, travel, or tech-enabled services environment. Exceptional facilitation and presentation skills with a strong grasp of adult learning principles. Solid knowledge of online training tools (e.g., Google Slides, PowerPoint) and LMS platforms. Proven ability to simplify complex technical content into digestible training sessions. Clear, neutral English accent with strong command over grammar and business communication. Experience with CRM, travel booking tools (e.g., GDS/Amadeus/Sabre – optional but a plus). Comfortable delivering both in-person and virtual training sessions. Preferred Skills: Prior experience training teams in travel sales or customer service. Understanding of organic lead sales funnels and conversion tactics. Certification in communication or accent training is a bonus.