Process Trainer

Training & Development Responsibilities

• Facilitate new hire, BAU workflow trainings, communication & soft skills trainings by utilizing the content, presentations, and visual aids
• Plan classroom trainings, e-learnings, and other computer-aided instructional technologies, simulators, conferences, and workshops
• Manage the training program in accordance with business needs, regulatory requirements, and Quality Management System
• Evaluate trainees throughout training by administering assessments and activities, followed by feedback
• Check logistical requirements (classroom booking, training material, etc.) before beginning a program to ensure smooth implementation
• Participate in client calls regarding updates on new products and development
  

Training Need Identification

• Conduct training needs evaluation and knowledge enablement activities for new joiners and BAU operators
• Assess learning needs via PKTs, TNIs & bottom quartile performance analysis
• Proactively identify opportunities and plan training interventions in collaboration with Ops & internal leads
• Monitor calls and perform quality checks to validate QA findings for retraining purposes
• Conduct shadow sessions and provide floor support to identify process gaps or improvement opportunities
  

Content Design

• Create/customize high-quality modules and session plans based on business and floor requirements
• Develop SOPs, knowledge bytes, micro-learning modules, manuals, and visual aids
• Recommend modifications or additions to content as per business dynamics, including quarterly audits
  

Policy Responsibilities

• Create policy documents for new launches, maintain and audit existing documents
• Handle policy-related queries from Clients/Operations
• Provide resolutions and insights for issues/escalations
• Identify gaps in existing policies/tools and recommend solutions
• Share policy/workflow updates and check understanding via PKTs or dip-checks
  

Other Training Responsibilities

• Maintain data and reporting (updates, assessments, scorecards, feedback, etc.)
• Hold regular meetings with Operations, stakeholders, and Clients
• Conduct interviews and evaluate technical/communication skills
• Maintain advisor documents handed over to Operations during movement to Mentoring/OJT
• Adapt flexibly to changing business needs and perform assigned tasks
  

Qualifications & Job Expectations

• Work from office, 5 days a week
• Open to rotational shifts (Mon–Sat)
• Bachelor’s degree in any stream
• Minimum 2+ years of training experience in Maps or related technology fields; experience with Google environment preferred
• Experience working with global teams, with strong cross-geo communication skills
• Strong knowledge of training concepts and methodologies
• Excellent presentation, communication, and interpersonal skills
• Strong people-handling skills, ability to identify trainee behavior/issues
• Ability to front-end and manage tasks independently
• Self-motivated, problem-solver, confident, and logical