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Process Trainer

2 months ago

noida, India Tech Mahindra Full time

Job Description:

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