Trainer

Our client is a technology-enabled health services company transforming the delivery of virtual care. They are looking for a Trainer for the job role as mentioned below.

Role Summary :

You will lead end-to-end learning initiatives: from designing and delivering onboarding to ongoing performance coaching, compliance training, and AI-enabled upskilling.

You will collaborate closely with Operations Managers, Quality teams, and stakeholders to ensure every agent meets our high standards for accuracy, compliance, and exceptional customer stewardship.

You will act as a point of escalation for training-related queries and ensure prompt issue resolution.

Key Responsibilities :

1. Learning & Onboarding

• Design, update, and deliver comprehensive onboarding programs covering process flows, system tools, clinical workflows, and regulatory standards.
• Schedule and manage training batches to ensure timely floor readiness for new joiners.
• Create and maintain up-to-date training materials, SOPs, assessments, and e-learning modules

2. Performance Management & Coaching

• Conduct regular refresher sessions and soft-skills workshops to enhance communication, empathy, and customer delight.
• Provide targeted one-on-one coaching for underperforming agents based on QA feedback, call-simulation scores, and performance metrics.
• Facilitate mock calls/emails and knowledge checks to reinforce learning.

3. Compliance & Quality Assurance

• Develop and deliver mandatory compliance and regulatory training (e.g., HIPAA, data privacy, clinical documentation standards).
• Partner with Quality and Risk teams to identify error trends, root causes, and design corrective training interventions.

4. Reporting & Analytics

• Prepare and distribute daily, weekly, and monthly training-impact and performance reports (attendance, assessment scores, improvement trends).
• Track key learning metrics (e.g., time-to-competency, assessment pass rates, audit scores) and present insights to leadership.

Qualification and Skills

• Education: Bachelors degree in any discipline.
• Experience: At least 5 years in a training role within an International BPO/GCC; prior exposure to regulated industries (healthcare or financial services) preferred.
• Training & Facilitation: Proven ability to design curricula, deliver engaging sessions (classroom and virtual), and apply adult-learning principles.
• Coaching & Analytics: Skilled in performance-diagnostic models, learning-evaluation frameworks and using data to drive continuous improvement.
• Technical Aptitude: Comfortable learning and recommending AI-enabled L&D tools, LMS platforms, and basic analytics dashboards.
• Soft Skills: Excellent communication, empathy, stakeholder management, and the ability to foster a culture of customer stewardship and delight.
• Work Mode: Flexible to work in rotational shifts; thrives in a high-pace, performance-driven environment

Thanks & Regards

Karishma Rai