Process Trainer

Position Title

Department

Reports To

Work Location

Position Summary

Process Trainer

Essential Duties and Responsibilities

• Deliver process and product training for new hires and existing team members.
• Develop training content, including manuals, reference guides, SOPs, and assessments.
• Collaborate with internal stakeholders (Ops, QA, Product) to understand processes and product updates.
• Conduct regular refresher sessions and knowledge checks to address gaps.
• Monitor and track trainee progress and provide constructive feedback.
• Create and maintain knowledge documentation for easy reference and learning.
• Support in transition of new processes by designing training modules and go-live readiness sessions.
• Evaluate training effectiveness using assessments, feedback, and performance metrics.
• (Optional) Conduct Voice and Accent training if experienced, or coordinate with V&A trainer if required.

Qualifications and Requirements

Education

• Bachelor's degree in any discipline (preferred: Business, Communication, or related fields).

Experience

• 5+ years of experience in customer service/support industry.
• Minimum 5 years in training delivery or process training role.
• Exposure to technical products, support tools, or CRM platforms is preferred.

Skills & Competencies

• Strong communication and presentation skills.
• Content development and documentation expertise.
• Good understanding of customer service metrics and performance indicators.
• Ability to translate complex processes into simplified training modules.
• Proficiency in MS Office tools (Excel, PowerPoint, Word).
• V&A training experience is an added advantage, not mandatory.