Process Trainer

Pay Band: 5

Country/Location: (Advant IT Park) Noida, India

Department: GSS English & Exams (IELTS Operations)

Contract Type: Fixed term contract until 31 March 2027

Closing Date: Thursday 11 December 2025 - 21:29 India Time (GMT +05:30)

Role Purpose & Accountabilities:

We are seeking a dedicated Process Trainer to join our team. In this role, you will be responsible for delivering process knowledge and soft skills training to both new and existing staff, ensuring effective service delivery.

You will conduct training needs analysis, develop tailored training materials, and assess session outcomes to enhance overall process efficiency. Collaboration with Operations and support functions will be key to organizing refresher sessions and improving staff performance.

Your role will involve designing and updating training modules for IELTS/Digital Exams, creating individual learning plans, and ensuring all materials are accessible and up to date. Monitoring trainee progress, conducting evaluations, and providing feedback will be essential to maintain training effectiveness. Additionally, you will implement certification processes, track performance through call monitoring, and predict attrition risks using early warning systems. Compliance with information security policies and organizational guidelines is mandatory.

Role specific skills, knowledge and experience:

Essential:

• Graduate degree

• Excellent in English Communication Skills.

• 4 - 7 years’ overall experience with minimum 2 years as a Process trainer preferably in a call/contact center environment.

• Experience of delivering improvement projects in training, related to NPS, CSAT, upselling etc.

• Knowledge/ experience and understanding of Training MIS

• IELTS Certified at advance level or some industry expected certification at advanced level

• Knowledge of customer service principles and practices (Voice, E Mails & chat related)

• Excellent MS office skills (Word, Excel, Power point etc.)

• Proactive approach with focus on problem analysis & resolution

Desirable:

• Meet English language proficiency at a minimum level of IELTS band 7 or equivalent internationally recognised qualification

• Demonstrable experience of reacting positively to change

• Experience in a KPO industry in a secured environment

Benefits

• 21 days of annual leave per calendar year, subject to policy• 14 days of public holidays per calendar year

• Group Mediclaim policy

• Gratuity, subject to prevailing country laws

• Free library membership

• Professional development - Ongoing learning and career growth opportunities to support your development.

Further Information

Right to work

Workplace type

Work Schedule