Trainer

Key Responsibilities

Training Delivery

• Conduct New Hire Training (NHT) and refresher/bridge training for process knowledge, systems, and tools.
  
• Facilitate product, policy, and compliance training as per client and organizational requirements.
  
• Ensure trainees meet established performance benchmarks before transitioning to production.
  

Content & Curriculum Development

• Develop and update training modules, manuals, SOPs, and job aids aligned with process changes.
  
• Design engaging learning interventions including simulations, role-plays, assessments, and e-learning content.
  

Assessment & Performance Monitoring

• Evaluate trainee performance through quizzes, live call/chat evaluations, and certification tests.
  
• Provide regular feedback, coaching, and progress reports.
  
• Identify knowledge gaps and create action plans to address them.
  

Stakeholder Management

• Collaborate with Operations, Quality, Workforce, and Client teams to ensure training effectiveness.
  
• Participate in calibration sessions to stay aligned with process updates and quality standards.
  

Continuous Improvement

• Analyze training performance metrics such as throughput, training effectiveness, and retention.
  
• Recommend improvements in content, delivery methods, and operational processes.
  
• Conduct root-cause analysis for recurrent performance issues.
  

Compliance & Documentation

• Maintain updated training records, attendance logs, evaluations, and reports.
  
• Ensure adherence to data security, compliance, and organizational guidelines.