Process Trainer

Greetings From Shiningstars !!

Job Title - Customer Service Process Trainer

Role Overview

The Customer Service Process Trainer is responsible for designing, delivering, and improving training programs for customer service teams. The role ensures agents are well-equipped with product knowledge, process understanding, quality standards, and customer handling skills to deliver an excellent customer experience.

Key Responsibilities

Training & Facilitation

• Conduct induction and ongoing training for new hires and existing agents
• Deliver classroom, virtual, and on-the-job training sessions
• Train teams on customer service processes, tools, systems, and policies
• Facilitate soft skills training (communication, empathy, problem-solving)
  

Process & Knowledge Management

• Create, update, and maintain training materials, SOPs, process guides, and FAQs
• Ensure alignment of training content with current business processes
• Work closely with operations and quality teams to stay updated on process changes
  

Performance & Quality Improvement

• Identify training needs through quality audits, performance metrics, and feedback
• Conduct refresher training and corrective action plans for performance gaps
• Track post-training performance and effectiveness
  

Evaluation & Reporting

• Conduct assessments, quizzes, and certifications to evaluate learning outcomes
• Maintain training records and attendance reports
• Share training impact reports with stakeholders
  

Stakeholder Collaboration

• Partner with operations, quality, HR, and leadership teams
• Support process rollouts, system upgrades, and policy changes
• Assist in transition and migration of new processes or clients
  

Skills & Competencies

• Strong communication and presentation skills
• Good understanding of customer service operations (BPO/Contact Center preferred)
• Ability to explain processes clearly and simply
• Coaching and mentoring skills
• Analytical skills to identify training gaps
• Proficient in MS Excel, PowerPoint, and Learning Management Systems (LMS)

Key Performance Indicators (KPIs)

• Training completion and certification rates
• Improvement in quality scores and CSAT
• Reduction in errors and escalations
• Time-to-proficiency for new hires
  

Qualifications & Experience

• Graduate in any discipline (MBA or certification in training is a plus)
• 2 years of experience in customer service or training roles
• Prior experience as a Process Trainer is preferred
• Experience in voice, chat, email, or blended processes is an advantage
  

Salary Budget is upto 7 LPA

Call Pankaj @ [phone removed]

Call or watsapp your resume on 852082270 to align your interview if you are eligible as per above job description and want to appear for the interview