Process Trainer

1 month ago

kollam, India Tech Mahindra Full time

Work Experience :


Trainer is responsible for the development, implementation and presentation of new hire, ongoing and remedial training in both classroom and one-on-one settings. This position will work closely with the Knowledge Manager, Task Order Managers, Site Manager, Quality Assurance Team, and subject matter experts from the customer.


  • Plan, develop and facilitate internal training for new and existing personnel.
  • Provide support to the training manager in establishing, measuring, and monitoring key training metrics.
  • Monitor progress of trainees and coach for improvement. Provide clear and concise assessments of trainee’s progress and overall performance during training.
  • Provide constructive coaching and feedback to associates
  • Training effectively and efficiently.
  • Design and evaluate training and performance interventions (pre and post training assessment)
  • Identify performance gaps, causes of performance gaps and provide solutions to the training and production teams.
  • Actively monitor calls by listening to the agents calls (Recorded / live) and share required feedback.
  • Maintain familiarity with standard operating procedures and have a thorough understanding of operations and the quality assurance process.
  • To be updated on all process related information for training purposes and available to take calls to keep in touch with operations
  • Publish daily / weekly / monthly reports to stake holders
  • Maintain historical data for the associates trained


Preferred Competencies


  • Excellent Communication skills – written and verbal
  • BFSI Background preferred
  • Customer Service background preferred
  • Excellent presentation skills
  • Delivers results with minimal or no supervision

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