Process Trainer

About Ocube Services

At Ocube, we deliver scalable cloud-based contact center solutions and outsourcing excellence across MEASA. Our mission is to optimize client operations through customized, compliant, and people-first training frameworks that reflect best-in-class service delivery

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.

Qualifications & Skills

• 2- 3 years of experience as a

  Process Trainer

  or similar role in a process-driven setup.
• 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.

Preferred Experience

• Experience across

  CX/CS/Tech Support/Operations

  in a BPO or Shared Services environment.
• Hands-on with

  Zoho CRM

  ,

  Tableau dashboards

  , or other call center tech stacks is an advantage.
• Exposure to

  ISO-compliant or process-certified

  environments is a plus.