Process Trainer || Kochi

Job Title: Process Trainer

Location: Kochi, Kerala

6 Days Working

Key Responsibilities

• Conduct New Hire Training (NHT) for Customer Service and Sales processes.
• Deliver product, process, compliance, and soft skills training.
• Facilitate On-the-Job Training (OJT) and nesting support.
• Conduct refresher trainings based on performance gaps and TNI/TNA findings.
• Monitor trainee performance through assessments, mock calls, role plays, and audits.
• Collaborate with Operations, QA, and SMEs to identify training needs and improve performance.
• Develop and update training content, SOPs, presentations, and knowledge repositories.
• Track training effectiveness, throughput, certification scores, and post-training performance.
• Conduct calibration sessions and ensure process adherence.
• Prepare and share training MIS, reports, and dashboards with stakeholders.

Desired Skills

• Strong communication and presentation skills.
• Experience in Sales and Customer Service training.
• Ability to coach, mentor, and engage learners effectively.

Qualification

• Graduate in any discipline.
• 2-5 years of experience as a Process Trainer in BPO, Insurance, or Contact Center operations.
• Preference for candidates with Insurance, Sales, or Customer Service training experience.