Process Trainer

Job Description:

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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.

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.

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.

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.

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.

Compliance & Regulatory Adherence

• Deliver mandatory compliance training including POSH, DPDPA, GDPR (where applicable), and internal policies.
• Ensure 100% adherence to documentation and training sign-offs from all trainees.

Support to Operations

• Conduct refresher huddles, post-error coaching, and floor side interventions to close knowledge gaps.
• Work closely with TLs and QA to flag repeat errors and design training interventions accordingly.
• Ensure process documentation is visibly available (FAQs, cheat sheets) for on-floor use.

Collaboration with Internal Stakeholders

• Align with Workforce, TLs, QA, MIS, and Client Teams for session scheduling, performance insights, and communication protocols.
• Share training attendance, credential request updates, and progress logs with relevant stakeholders.

Qualifications & Skills

• 2–3 years of experience as a Process Trainer, Quality Analyst, 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.