Process Trainer

Job Title

Customer Service Process Trainer

Role Overview

The Customer Service Process Trainer is responsible for designing, delivering, and improving training programs for customer service teams. The role ensures agents are well-equipped with product knowledge, process understanding, quality standards, and customer handling skills to deliver an excellent customer experience.

Key Responsibilities

Training & Facilitation

• Conduct induction and ongoing training for new hires and existing agents
• Deliver classroom, virtual, and on-the-job training sessions
• Train teams on customer service processes, tools, systems, and policies
• Facilitate soft skills training (communication, empathy, problem-solving)
  

Process & Knowledge Management

• Create, update, and maintain training materials, SOPs, process guides, and FAQs
• Ensure alignment of training content with current business processes
• Work closely with operations and quality teams to stay updated on process changes
  

Performance & Quality Improvement

• Identify training needs through quality audits, performance metrics, and feedback
• Conduct refresher training and corrective action plans for performance gaps
• Track post-training performance and effectiveness
  

Evaluation & Reporting

• Conduct assessments, quizzes, and certifications to evaluate learning outcomes
• Maintain training records and attendance reports
• Share training impact reports with stakeholders
  

Stakeholder Collaboration

• Partner with operations, quality, HR, and leadership teams
• Support process rollouts, system upgrades, and policy changes
• Assist in transition and migration of new processes or clients
  

Skills & Competencies

• Strong communication and presentation skills
• Good understanding of customer service operations (BPO/Contact Center preferred)
• Ability to explain processes clearly and simply
• Coaching and mentoring skills
• Analytical skills to identify training gaps
• Proficient in MS Excel, PowerPoint, and Learning Management Systems (LMS)

Key Performance Indicators (KPIs)

• Training completion and certification rates
• Improvement in quality scores and CSAT
• Reduction in errors and escalations
• Time-to-proficiency for new hires
  

Qualifications & Experience

• Graduate in any discipline (MBA or certification in training is a plus)
• 2 years of experience in customer service or training roles
• Prior experience as a Process Trainer is preferred
• Experience in voice, chat, email, or blended processes is an advantage
  

Salary Budget is upto 5 LPA

Call Pankaj @ 8528082270