Process Trainer

Role Overview:

We are looking for a skilled and engaging Process Trainer to train new hires and existing employees on process knowledge, product information, communication standards, systems, and customer handling procedures. The ideal candidate will ensure employees are process-ready, meet performance expectations, and consistently deliver a high-quality customer experience.

Key Responsibilities:

1. Training Delivery

• Conduct induction, process training, and new-hire training for voice and non-voice processes.
• Deliver training on process workflows, product knowledge, systems, SOPs, and client-specific requirements.
• Facilitate classroom sessions, virtual training, role-plays, mock calls, and practical exercises.
• Ensure employees understand process guidelines, compliance requirements, and customer service standards.

2. Training Assessment & Certification

• Conduct knowledge assessments, quizzes, mock calls, and practical evaluations.
• Monitor trainee performance throughout the training period.
• Certify employees based on defined assessment and process-readiness criteria.
• Identify knowledge gaps and provide additional coaching or refresher sessions.

3. Performance Monitoring

• Track training effectiveness through assessment scores, nesting performance, quality scores, and operational KPIs.
• Monitor trainees during the nesting period and coordinate with Operations for smooth transition to production.
• Identify recurring errors and implement corrective training interventions.

4. Training Content & Documentation

• Develop and update training materials, presentations, process manuals, SOPs, and assessment questionnaires.
• Ensure training content reflects the latest process updates and client requirements.
• Maintain attendance records, assessment results, training reports, and certification documentation.

5. Stakeholder Coordination

• Coordinate with Operations, Quality Assurance, and Team Leaders to identify training needs.
• Work with Quality teams to analyse audit findings and address performance gaps through targeted training.
• Conduct refresher training, process update sessions, and upskilling programs.
• Share regular training reports and progress updates with management.

Required Skills & Qualifications:

• Graduate in any discipline; relevant experience may be considered.
• 25 years of experience in BPO, with hands-on exposure to process training.
• Strong understanding of BPO processes, customer service standards, and operational workflows.
• Excellent verbal and written communication skills.
• Strong presentation, facilitation, and classroom management skills.
• Ability to simplify complex process information and engage learners.
• Proficiency in MS PowerPoint, Excel, and other training tools.
• Strong analytical skills to assess training effectiveness and identify knowledge gaps.
• Ability to manage multiple training batches and meet certification timelines.

Preferred Competencies:

• Strong facilitation and interpersonal skills.
• Confidence in handling groups and delivering presentations.
• Patience, adaptability, and a learner-focused approach.
• Strong problem-solving and coaching abilities.
• Ability to work under pressure and meet business timelines.
• Willingness to work in rotational shifts, if required by the process.