Hiring Trainer For non voice process

Overall Experience

• 4-8 years of BFS experience.
• Minimum 2 years in a Trainer role.
• Experience managing Academy, OJT, certification, and client-facing training programs.

Essential Skills

• Banking / Financial Services operations knowledge.
• Training delivery and facilitation expertise.
• Adult learning and instructional design skills.
• Assessment and certification management.
• Strong communication and stakeholder management skills.
• MS Office / Learning Management Systems.

Good-to-Have Hiring Skills

• Instructional Designing / Curriculum Development

Key Responsibilities

• Deliver new-hire, cross-skill, and refresher training programs.
• Facilitate process, product, systems, compliance, and customer experience training.
• Deliver instructor-led, virtual, and blended learning programs.
• Conduct role plays, simulations, and case-study-based learning. Participate in client KT sessions and SME workshops.
• Convert process documentation into learning content.
• Maintain training decks, SOPs, job aids, assessments, and knowledge repositories.
• Ensure content version control and audit readiness. Conduct knowledge assessments, system assessments, and certification programs.
• Track learner progress and maintain certification records.
• Identify critical-error trends and support remediation plans.
• Recommend certification, recertification, or deferment decisions. Analyze quality failures attributable to training gaps.
• Conduct refresher interventions and coaching sessions.
• Publish daily and weekly training reports.
• Maintain compliance evidence for audits and client reviews

Preferred candidate profile

• Experience delivering training across CRM, contact-center, virtual-desktop, and AI-assisted servicing environments.
• Ability to learn and facilitate training on Genesys, Confluence, Slack, Atlas, Verint, Persona, , Amazon Workspaces, and AWS Systems Manager.
• AI-ready trainer capable of delivering, certifying, and governing learning in an AI-enabled customer service environment, the above will be an added advantage

Interested candidates please share resume on

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