Process Trainer

Job Title: Process Trainer

Department: Training & Quality
Reports To: Training Manager / Operations Manager

Job Summary:

The Process Trainer is responsible for delivering effective training programs to new hires and existing employees, ensuring they acquire the knowledge, skills, and behaviors required to perform their roles efficiently. The trainer will collaborate with operations, quality, and HR teams to identify training needs, design training modules, and continuously improve learning outcomes to enhance overall performance and productivity.

Key Responsibilities:

• Conduct New Hire Training (NHT) for process knowledge, communication, product/service knowledge, tools, and systems.
• Deliver refresher training sessions based on performance gaps identified by quality and operations teams.
• Develop, update, and maintain training content, manuals, and SOPs to ensure accuracy and relevance.
• Assess trainee performance through assessments, role plays, and practical exercises.
• Provide constructive feedback and coaching to improve individual and team performance.
• Collaborate with Quality and Operations to analyze trends, identify training needs, and recommend solutions.
• Monitor and track training effectiveness by analyzing post-training performance and reporting progress.
• Ensure all training sessions are engaging, interactive, and aligned with adult learning principles.
• Maintain training MIS and generate weekly/monthly reports for management.
• Stay updated with process changes, industry standards, and client expectations.

Key Skills & Competencies:

• Strong knowledge of the process, product, or service being supported.
• Excellent communication and presentation skills.
• Good interpersonal and coaching abilities.
• Ability to manage time, multitask, and handle pressure.
• Strong analytical and problem-solving skills.
• Proficiency in MS Office (Excel, PowerPoint, Word) and LMS tools.
• Ability to engage and motivate trainees effectively.

Qualifications & Experience:

• Graduate in any discipline (preferred).
• 2–4 years of experience in BPO/ITES industry with at least 1–2 years as a Process Trainer.
• Experience in voice/non-voice process training (depending on process type).
• Knowledge of training methodologies and adult learning principles.

Job Type: Full-time

Pay: ₹20,000.00 - ₹30,000.00 per month

Language:

• English (Preferred)

Work Location: In person