Process Trainer

The primary role of the job is to educate and produce competent staff to deliver client-set requirements. The job focuses in transferring process knowledge and its related skills essential to accomplish tasks needed for production. It is also responsible for providing assistance in the following: developing and improving the process-specific curriculum, conducting training needs analysis, creating content to meet the client-set updates, organizing cross- and up-skill training, and reporting to process owners.

Classroom Management/Modules/Up-training/Initiatives/Quality

• Lead and co-lead new hire classes and continuing education training for both new hire trainees and tenured agents


• Monitors and completes daily attendance tracking during the entire process training until nesting


• Formulates effective activities, exercises or assessments for learning improvement


• Monitors and evaluates operations, programs, processes and/or practices for quality and effectiveness; make recommendations for improvement


• Ensure compliance to client and organizational policies and procedures


• Maintains consistent and professional communications skills with supervisor, manager, operations management, peers and trainees/agents


• Deliberate to identify new hires’ needs in training and nesting


• Monitor trainees’ post-nesting performance for the first 3 months after being endorsed to operations


• Deliver the training content/context based on the agenda/curriculum


• Demonstrate effective leadership to individuals including new hires and tenured agents


• Implement and demonstrate efficient training methods 


• Collaborate with the team for effective knowledge and skills transfer indispensable to the process and business needs


• Participate in client calls and visits with the  supervisor’s guidance


• Collaborate with the quality and operations teams for process improvement


• Conduct team huddles and provide floor and online support on process updates 


• Develop and implement an effective system for process updates as and when required by the process/clients

Competencies Required:

• Ability to transfer knowledge, develop and motivate a team


• Understanding of end-to-end processes and appreciation of critical parameters


•  Ability to work in a continually challenging environment


• Ability to communicate effectively to a variety of audiences


• Good written and verbal communication skills


• Great customer service skills


• Basic knowledge of MS Office – Excel, PowerPoint, Word


• Well organized; Strong organization and time management skills


• With good leadership background

Eligibility Criteria: 

• Candidates must have a minimum of one year in the current role. 


• Should not be on PDP/Disciplinary action within 6 months from date of NOD.


• Should not be on PIP during the time of application.


• Candidates must have a 3.5 or above average/rating for the last 6 months.


• Must have no issues on attendance, reliability and punctuality.


• With recommendations and positive feedback from the support/management team.