Process Trainer

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 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 systemspliance 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 yearsoverall 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