Process Trainer

Mega Walk-In Drive @Ocube Services || Hiring on immediate basis

Mega Walk-In Drive || 5.5 days Working : Day Shift

Noida Location:

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.

Qualifications & Skills

• 2-3 years of experience as a

  Process Trainer.

• Deep understanding of

  SOPs, workflows, SLAs, AHTs, compliance

  , and performance metrics.
• Strong facilitation, documentation, and process-mapping skills.
• Working knowledge of

  CRM systems, call audit tools, and LMS platforms

  .
• Analytical mindset with the ability to draw insights from QA and Ops data