Process Trainer
British Council · Noida · onsite · Posted 2d ago
Undisclosed4–7 yrsfulltimeSourced from
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About this role
Role purpose and accountabilities
Responsibilities
Disclaimer: This job posting and Location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
We are seeking a dedicated Process Trainer to join our team. In this role, you will be responsible for delivering process knowledge and soft skills training to both new and existing staff, ensuring effective service delivery.
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Department: GSS English Exams (IELTS Operations)
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Work Schedule: This is a 24/7 on-site role with rotating shifts, including night shifts. The position offers two days off per week, which may not always fall on weekends. Flexibility and adaptability to a continuous shift-based environment are essential. There is no hybrid work arrangement for this position, and it requires working onsite five days a week.
Responsibilities
- Delivering process knowledge and soft skills training to both new and existing staff, ensuring effective service delivery.
- You will conduct training needs analysis, develop tailored training materials, and assess session outcomes to enhance overall process efficiency. Collaboration with Operations and support functions will be key to organizing refresher sessions and improving staff performance.
- Your role will involve designing and updating training modules for IELTS/Digital Exams, creating individual learning plans, and ensuring all materials are accessible and up to date. Monitoring trainee progress, conducting evaluations, and providing feedback will be essential to maintain training effectiveness. Additionally, you will implement certification processes, track performance through call monitoring, and predict attrition risks using early warning systems. Compliance with information security policies and organizational guidelines is mandatory.
- Graduate degree
- Excellent in English Communication Skills.
- 4 - 7 years overall experience with minimum 2 years as a Process trainer preferably in a call/contact center environment
- Experience of delivering improvement projects in training, related to NPS, CSAT, upselling etc.
- Knowledge/ experience and understanding of Training MIS
- IELTS Certified at advance level or some industry expected certification at advanced level
- Knowledge of customer service principles and practices (Voice, E Mails chat related)
- Excellent MS office skills (Word, Excel, Power point etc.)
- Proactive approach with focus on problem analysis resolution
- Meet English language proficiency at a minimum level of IELTS band 7 or equivalent internationally recognised qualification
- Demonstrable experience of reacting positively to change
- Experience in a KPO industry in a secured environment
- 21 days of annual leave per calendar year, subject to policy- 14 days of public holidays per calendar year
- Group Mediclaim policy
- Gratuity, subject to prevailing country laws
- Free library membership
- Professional development - Ongoing learning and career growth opportunities to support your development
Disclaimer: This job posting and Location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
Sourced from naukri
Skills
Customer ServiceCall MonitoringCSATFuturesEnglish Communicationservice deliverycontact centersoft skills trainingtrainerMediclaimNPSIELTSKPOInformation SecurityoperationsLegalcomplianceProcess Training
About British Council
British Council
Education & Training
2.1k+
employees
1934
92 years old
London
UnitedKingdom
About
British Council fosters cultural and educational exchanges, enhancing international relationships and understanding between the UK and various countries.
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Education & Training
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