HYDERABAD · FULLTIME
Sr Process Trainer
Onb Technologies India Private Limited
Hyderabad · onsite · Posted 4d ago
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Section · 01
About this role
Role Purpose
How You'll Make an Impact
- Functional Leadership Mentorship: Provide daily operational guidance, task prioritization, and assignment leadership to Product Support Trainers. Act as an onboarding buddy and senior escalation lead to remove learning bottlenecks and support team development.
- Training Strategy Soft Skill Curriculum Design: Establish pedagogical standards and long-term onboarding frameworks. Design scalable learning paths to reduce ramp time and directly deliver soft skills training across the CS organization.
- Cross-Functional Alignment Release Readiness: Serve as the primary training representative in cross-functional forums with Product, QA, Operations, and Customer Education. Translate upcoming software release updates into structured, actionable enablement plans.
- Quality Assurance Content Audits: Lead audits and peer reviews across training modules, Standard Operating Procedures (SOPs), and Knowledge Base content created by trainers. Conduct call, chat, and case audits to build targeted improvement plans focused on quality and process metrics.
- High-Impact Workshop Facilitation: Facilitate complex, high-visibility enablement programs, workshops, and pilot training initiatives for major product launches or workflow updates.
- Metrics Tracking Efficacy Measurement: Standardize evaluation frameworks (such as Kirkpatrick levels) to track training ROI, compliance, and time-to-proficiency milestones. Synthesize performance metrics to identify macro skill gaps and present insights to CS leadership.
What You Bring to the Team
Minimum Qualifications
- Education: Bachelor's degree or equivalent practical experience.
- Experience: 5+ years of experience in Customer Support, Customer Success, or Technical Support within a SaaS or healthcare technology ecosystem. 7+ years of experience in formal or informal mentorship, team coordination, or lead roles. Hands-on experience delivering process and soft skill training within customer support operations. Practical knowledge of basic quality parameters across Voice and Chat channels, including experience conducting call, chat, and case audits and executing coaching plans.
- Core Competencies: Advanced instructional design skills, mastery of adult learning principles, and strong group facilitation across distributed/virtual teams. Proven ability to manage project timelines and collaborate across functional teams.
Preferred Qualifications
- Master's degree or Bachelor's degree in Education, Instructional Design, Communications, or Instructional Technology.
- Certifications in Adult Learning Principles or Instructional Design.
- 3+ years in internal corporate training, curriculum framework design, or technical support facilitation.
- Experience standardizing performance tracking models and training ROI metrics.
Disclaimer: This job posting 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.
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Section · 02
Skills
Section · Company
About Onb Technologies India
Onb Technologies India Private Limited
Software Product
375
employees
Singapore
SG
₹9.3L PA avg
Avg at Onb Technologies India
About
Who We Are We Are Modernizing Medicine (WAMM)! Were a team of bright, passionate, and positive problem-solvers on a mission to place doctors and patients at the center of care through an intelligent, specialty-specific cloud platform. Our vision is a world where the software we build increases medical practice success and improves patient outcomes. Founded in 2010 by Daniel Cane and Dr. Michael Sherling, we have grown to over 3400 combined direct and contingent team members serving eleven specialties, and we are just getting started! ModMed is based in Boca Raton, FL, with office locations in Santiago, Chile, Berlin, Germany, Hyderabad, India, and a robust remote workforce with team members across the US.
Industries
Employee ratings
10 reviews
Culture
3.5
Career growth
3.5
Work-life
3.3
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