E-Commerce process Trainer

This Job Description (JD) is specifically tailored for a Process and Product Trainer managing an E-Commerce

Seller/Marketplace Support account within an international BPO framework in India.

It highlights instructional design capabilities, standard training lifecycle terminology (NHA, Nesting) and deep-

dive technical marketplace competencies.

Job Description: Process & Product Trainer (E-Commerce Seller Support)

Job Title: Process Trainer E-commerce Marketplace Operations (E-Commerce Process)

Location: Pune, India

Department: Learning & Development (L&D) / Training

Reports To: Training Manager / Operations Manager

Shift Type: Rotational / Night Shifts (To manage training batches during US/EST time zones)

Job Purpose:

The Process Trainer is responsible for designing, delivering and evaluating end-to-end training programs for

new-hire batches and existing support teams. Your primary goal is to transform trainees into highly competent

marketplace specialists capable of resolving backend technical, analytical, and logistical challenges for merchants

selling on the E-Commerce US/Global Marketplace while directly safeguarding account SLA delivery.

Key Responsibilities:

1. Training Delivery & Classroom Facilitation

• Lead New Hire Onboarding (New Hire Academy - NHA) covering E-Commerce Seller Central navigation,

marketplace policies, CRM systems and customer handling soft skills.

• Manage the Nesting Phase (Live Queue) for transitioning batches, providing real-time floor support,

case shadowing, and immediate course corrections to guarantee target metrics.

• Incorporate varied training styles (gamification, mock casework, roleplay) to keep the remote or physical

classroom highly engaged.

2. Specialized Curriculum & Instructional Design:

• Own and update the specialized training modules covering complex E-Commerce infrastructure: Content

Quality Scores (CQS), flat-file bulk error parsing, Buy Box winning dynamics, and E-Commerce

Fulfilment Services (WFS) inventory flows.

• Translate rapid, real-time global policy adjustments issued by E-Commerce Marketplace corporate

governance into crisp, trainable procedural changes.

• Create standardized technical evaluation tools, including situational mock cases, platform quizzes and

soft-skill performance rubrics.

JOB DESCRIPTION

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3. Training Needs Analysis (TNA) & Upskilling:

• Partner with Quality Assurance (QA) and Team Leaders to pinpoint bottom-performing metrics on the

floor.

• Conduct structured Training Needs Analysis (TNA) to design targeted, byte-sized upskilling interventions

for existing agents.

• Conduct regular compliance refresher sessions covering strict account validation guidelines, NDA rules

and seller account health policies.

4. Throughput, Reporting, & Governance:

• Own and optimize the batch throughput rate (the percentage of trainees successfully transitioning from

Day 1 to the live production floor).

• Maintain meticulous training trackers, including daily attendance records, mock scores, final assessments,

and 30-60-90 day post-training performance reports.

Technical Competencies & Skillsets:

• E-commerce Domain Expertise: Profound working knowledge of E-Commerce Seller Central, Amazon

Seller Central or Flipkart Seller Hub policies.

• Logistics & Data Competency: Clear understanding of API/flat-file catalog errors, inventory

synchronization, payment reconciliation frameworks, and 3PL/WFS warehouse logistics.

• Instructional Methodologies: Practical knowledge of ADDIE, Kirkpatrick’s Levels of Evaluation, or

Bloom’s Taxonomy for corporate learning.

• Tooling Literacy: Experience using Learning Management Systems (LMS), ticketing systems

(Salesforce/Zendesk) and advanced MS Excel tools to track batch analytics.

Qualifications & Experience Requirements:

• Education: Bachelor’s degree in any stream (L&D certifications like ISTD or Dale Carnegie are an added

advantage).

• Experience:

• Overall 3+ years of experience in an international BPO setup.

• Minimum 1–2 years of dedicated experience as a Process/Product Trainer handling an e-

commerce marketplace or high-complexity B2B merchant support line.

• Communication: Exceptional English vocal clarity and business-writing skills suited for training agents

who will be communicating directly with international corporate sellers.

• Flexibility: Absolute willingness to align schedule with batch timelines which frequently demands

consistent night shifts