Process Trainer - Customer Support

Process Trainer :
Key Responsibilities :
New Hire Training (NHT) :
● Facilitate the onboarding process, covering company culture, product knowledge, tools
and soft skills.
● Facilitate training courses in both live and on-line environments
● Spend time on the floor (nesting) to assist new agents during their first few days of live
calls.
● Throughput Management: Ensure that trainees meet the required certification standards
before moving to the live production floor.
Content Development:
● Create and update training modules, and role-play scenarios based on process
updates.
● Collaborate with the QA team to identify skill gaps and design "refresher" training
session on Training Needs Identification (TNI)
Effective Tracking:
● Monitor the performance of trained batches to ensure training is translating into high
performance.
● Identify key areas of improvement through effective data analysis and support the business
with refresher training and knowledge management
Reporting & Insights:
● Build monthly, quarterly, and annual coaching/training program
● Conduct daily and weekly knowledge checks
● Provide regular "Batch Health" reports to Operations and Recruitment, highlighting potential
risks to the headcount ramp-up schedule

Required Skills & Qualifications
● Presentation Skills: Comfortable speaking to large groups and keeping them engaged.
● Adaptability: Ability to quickly learn new product features and translate them into simple
training steps.
● Patience: Strong mentoring and coaching mindset.
● Experience: Proven 2-4 years experience in a training role, preferably within a BPO/Call
Center environment.
● Qualification: Should be a Graduate in any discipline