Process Trainer - E Commerce

What You'll Do

• Prepare and maintain comprehensive

  training materials

  (manuals, guides, presentations, process-documents) reflective of current products, processes, and policies.
• Conduct

  training sessions

  for agents (new hires and existing agents), covering product knowledge, process workflows, customer-service protocols, system usage, and company guidelines.
• Handle day-to-day queries from agents related to products, processes, and system usage acting as the first point of contact for clarifications and support.
• Liaise and

  communicate with clients or stakeholders

  to gather updates on products, processes, and requirements; ensure training content remains current and aligned with client expectations.
• Act as a bridge between Client/CSM/CSA teams and agents facilitating smooth communication, ensuring consistent understanding of expectations, processes, and updates.
• Ensure and maintain

  quality standards

  across Lines of Business (LOB) by establishing training benchmarks, compliance with guidelines, and adherence to process norms.
• Perform regular

  hygiene checks

  (quality, compliance, process adherence, system usage) for agents to ensure standards are upheld.
• Monitor agent performance and behaviour;

  encourage and coach agents

  to improve performance, productivity, and adherence to quality standards.
• Manage and oversee

  Quality Audits

  schedule, conduct and review audit results; collaborate with QA teams to monitor & enforce quality.
• Conduct

  performance monitoring and coaching

  observe calls (or call recordings), provide actionable feedback, identify training or process gaps, and guide agents on improvement areas.
• Conduct

  assessments and quality assurance activities

  evaluate agent competency via assessments or evaluations; ensure readiness before agents are released to live customer interactions; re-train or coach where needed.

What We’re Looking For:

• A degree in business, communications, education, psychology or a related field (though not always strictly mandatory).
• Some prior experience working in a call center (as an agent or in a related role) — useful to understand real call-handling scenarios.
• Prior exposure to training, teaching, or mentoring; and comfort handling groups (training batches), delivering workshops/role-plays, etc.
• Familiarity with call centre software, tools, quality monitoring systems or Learning Management Systems (LMS) — especially if training processes involve digital tools.

Why should you consider us seriously?

• We believe that long-term, people over product and profits, priorities culture over everything else.
• We are a well-balanced team of experienced entrepreneurs and are backed by top investors across India and Silicon Valley (Chiratae Ventures, Blume Ventures, Abstract Ventures, Emergent Ventures; Senior execs at Google, Square, Genpact & Flipkart; Co-founders of Infosys, Snapdeal, SlideShare, Zomato, etc.)
• Freedom and Responsibility
• Entrepreneurial Team
• Exponential Growth
• Healthcare (Physical & Mental Wellness)

Logistics

• Location:

  Noida (Work from Office)

• Compensation

  : 5-8 LPA

• Joining:

  ASAP :)

Please Note:

SquadStack.ai is committed to a diverse and inclusive workplace. SquadStack.ai is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status