Process Trainer / Learning & Development Specialist

Job title: Process Trainer- Contact Centre
Location: Hyderabad, TG

Key Responsibilities

Training Delivery & Facilitation

• Conduct New Hire Training (NHT) programs for customer service and operational teams.
• Facilitate Process training, refresher trainings, calibration sessions, and knowledge enhancement workshops.
• Drive periodic knowledge assessments and recommend improvement plans based on results.
• Deliver engaging, learner-centric sessions using adult learning methodologies.
• Ensure learners meet certification and readiness requirements before transitioning to operations.

Training Content Development

• Design, develop, and maintain training content, learner guides, facilitator guides, SOPs, process documentation, assessments, and knowledge articles.
• Apply the ADDIE Model (Analysis, Design, Development, Implementation, and Evaluation) in training program development.
• Partner with Operations, Quality, and SMEs to ensure process changes are accurately executed on the production floor.
• Training Effectiveness & Operational Support
• Monitor training effectiveness through performance metrics, audits, assessments, and operational feedback.
• Support operations by identifying knowledge gaps and implementing targeted coaching interventions.

Performance Improvement

• Analyse performance trends and recommend targeted learning solutions.
• Collaborate with Quality and Operations teams to drive continuous improvement initiatives.
• Ensure customer experience standards are consistently maintained.
• Demonstrate a strong understanding of customer experience principles, particularly in environments servicing HNI / premium customers.
• Ensure training focuses not only on process compliance but also on customer expectations, service quality, ownership, empathy, communication, and resolution.

Required Skills & Expertise

Training & Learning

• Expertise in New Hire Training, Refresher Training, and Continuous Learning Programs.
• Strong understanding of Adult Learning Principles and Learning & Development best practices.
• Hands-on experience with the ADDIE Instructional Design Model.
• Excellent facilitation, coaching, and presentation skills.

Customer Experience

• Strong understanding of Customer Experience (CX) principles.
• Experience supporting and training teams handling High-Net-Worth Individuals (HNI) or premium customer segments preferred.
• Ability to translate customer expectations into operational behaviors and service standards.

Process & Operations

• Strong understanding of international customer service operations.
• Experience managing process changes and driving implementation across operational teams.
• Ability to interpret business requirements and convert them into effective learning solutions.
• Excellent written and verbal communication skills.
• Ability to communicate complex process information in a simple and engaging manner.