Job
Description
As a Process Trainer (Data Verification) at our company, you will play a crucial role in designing, developing, and delivering comprehensive training programs for our Data Verification Analyst team. Your expertise is vital in ensuring that our analysts are well-equipped with the necessary knowledge, skills, and understanding of standard operating procedures (SOPs) to perform their roles with exceptional accuracy, efficiency, and data integrity. Key Responsibilities: - Conduct and manage the end-to-end new hire training "bootcamp," covering process knowledge, system navigation, and quality standards for new analysts. - Oversee the On-the-Job Training (OJT) or "nesting" phase, providing hands-on support, query resolution, and feedback to new analysts. - Design and deliver targeted refresher training based on process changes, client updates, or identified quality trends. - Act as the primary Process Subject Matter Expert (SME) for the team, handling complex queries and serving as an escalation point for the Quality/Audit team. - Develop and maintain a full suite of training materials, including training modules, presentations, Standard Operating Procedures (SOPs), quick-reference guides, and knowledge-base articles. - Ensure all training documentation and process maps are accurate, up-to-date, and clearly version controlled. - Create assessments, quizzes, and practical exercises to measure comprehension and knowledge retention. - Proactively identify training needs and knowledge gaps by collaborating closely with the Quality/Audit team and Operations Managers. - Track and report on trainee performance, including assessment scores, nesting-phase quality, and ramp-up to productivity. - Analyse quality reports and Root Cause Analysis (RCA) data from the audit team to identify training opportunities and address common error types. - Develop and administer regular Process Knowledge Tests (PKTs) to validate the team's ongoing process understanding. - Facilitate calibration sessions between the operations and quality teams to ensure consistent understanding of process standards. - Liaise with internal stakeholders (Operations, Quality, IT) to communicate process changes and training plans. - Support the management team by joining client calls as needed to discuss training, process updates, and knowledge transfer plans. Qualifications & Skills: Required: - 3-5+ years of experience in a fast-paced operational environment, with at least 1-2 years in a Process Trainer, SME, or Senior Quality Analyst role. - Expert-level knowledge of data verification, data processing, or a similar detail-oriented operational process. - Exceptional facilitation, presentation, and communication skills. - Strong analytical and problem-solving skills. - Demonstrable ability to provide constructive, actionable feedback and coach employees for performance. - High proficiency in Microsoft Office Suite and AI tools. Preferred: - Bachelor's degree in a related field. - Formal "Train the Trainer" certification. - Experience with instructional design principles. - Experience using a Learning Management System (LMS). - Experience in a BPO or shared services environment. - Experience in using AI Tools, JIRA, Document Review applications. Join us in this exciting opportunity to drive team performance and quality through effective training and development initiatives. As a Process Trainer (Data Verification) at our company, you will play a crucial role in designing, developing, and delivering comprehensive training programs for our Data Verification Analyst team. Your expertise is vital in ensuring that our analysts are well-equipped with the necessary knowledge, skills, and understanding of standard operating procedures (SOPs) to perform their roles with exceptional accuracy, efficiency, and data integrity. Key Responsibilities: - Conduct and manage the end-to-end new hire training "bootcamp," covering process knowledge, system navigation, and quality standards for new analysts. - Oversee the On-the-Job Training (OJT) or "nesting" phase, providing hands-on support, query resolution, and feedback to new analysts. - Design and deliver targeted refresher training based on process changes, client updates, or identified quality trends. - Act as the primary Process Subject Matter Expert (SME) for the team, handling complex queries and serving as an escalation point for the Quality/Audit team. - Develop and maintain a full suite of training materials, including training modules, presentations, Standard Operating Procedures (SOPs), quick-reference guides, and knowledge-base articles. - Ensure all training documentation and process maps are accurate, up-to-date, and clearly version controlled. - Create assessments, quizzes, and practical exercises to measure comprehension and knowledge retention. - Proactively identify training needs and knowledge gaps by collaborating closely with the Quality/Audit team and Operations Managers. - Track and report on
