Process Trainer

Key Responsibilities

A. Training Delivery

• Conduct

  New Hire Trainings (NHT)

  focused on end-to-end process, systems, and policies.
• Deliver

  refresher

  and

  upskilling sessions

  to reinforce process adherence and drive continuous learning.
• Facilitate

  floor readiness sessions

  and provide

  on-the-job support

  during nesting or OJT phases.
• Customize delivery based on process complexity, LOB requirements, and agent proficiency levels.

B. Content Development & Maintenance

• Develop and update

  SOPs, knowledge bases, and training decks

  in collaboration with Operations and Quality teams.
• Translate

  process updates

  and

  client changes

  into accessible training material in real time.
• Create microlearning formats, simulations, and case-based learning as per process needs.

C. Performance Tracking & Coaching

• Monitor

  trainee performance

  using assessments, QA feedback, and real-time dashboards.
• Identify performance gaps early and provide

  targeted coaching and retraining plans

  .
• Maintain performance logs and assist in agent development roadmaps in coordination with TLs.

D. Training Evaluation & Reporting

• Evaluate training effectiveness through

  post-training assessments, process audits

  , and

  KPI tracking

  .
• Share insights, training feedback, and

  improvement recommendations

  with stakeholders.
• Ensure training metrics are reported weekly/monthly to Training Manager, Ops, and QA.

E. Process Alignment & Continuous Improvement

• Partner with Ops, QA, and MIS to keep all training content

  in sync with real-time operations

  .
• Regularly conduct

  Process Audits, TNA (Training Needs Analysis), and RCA (Root Cause Analysis)

  for errors observed.
• Recommend and implement

  corrective action trainings

  based on audit trends.

F. Compliance & Regulatory Adherence

• Deliver mandatory

  compliance training

  including

  POSH, DPDPA

  , GDPR (where applicable), and internal policies.
• Ensure 100% adherence to documentation and training sign-offs from all trainees.

G. Support to Operations

• Conduct

  refresher huddles

  ,

  post-error coaching

  , and

  floor side interventions

  to close knowledge gaps.
• Work closely with TLs and QA to flag repeat errors and design training interventions accordingly.
• Ensure process documentation is visibly available (FAQs, cheat sheets) for on-floor use.

H. Collaboration with Internal Stakeholders

• Align with

  Workforce, TLs, QA, MIS

  , and

  Client Teams

  for session scheduling, performance insights, and communication protocols.
• Share

  training attendance

  , credential request updates, and progress logs with relevant stakeholders.