Customer Experience Process Trainer

3 days ago

Pune, India Loop Health Full time

**Role Overview**

**We are looking for a Customer Experience Process Trainer to train our ops teams by conducting interactive process training sessions. The Process trainer is accountable for the execution of training for all pathways in the customer experience (CX) teams.**

**Responsibilities**:

- Define and document standard operation processes (SOP) for customer support teams and proactively define roadblocks, track progress of surfacing risks & execute risk mitigation strategies.
- Schedule training initiatives, track training completion, and report out on training progress.
- Maintain process directory and updated records for all formal customer service documentation.
- Drive projects to improve training effectiveness and respond quickly and effectively to changing business needs and priorities.
- Build & maintain a pipeline of training opportunities and provide regular forecasts. Drive best practices for training delivery across all processes.
- Ability to work independently and act as the first point of contact for all the new hires until handed over to the production team.
- Ensure smooth transition of new hires from training to production to keep up the customer experience standards.

**Basic qualifications**:

- ** Basic qualifications**:

- Bachelor’s degree in any field.
- 4 - 6 years of experience as a process trainer in the healthcare/ insurance industry.
- Excellent communication and presentation skills. Hands-on experience on MS Word and Powerpoint.
- Experience working with various internal teams (including technical) to collect requirements, evaluate alternatives, and prepare training material.
- Should be comfortable working with G Suite/or Microsoft Office Suite.

**Preferred qualifications (Not Mandatory)**:

- Bachelor’s degree in Instructional design, English or Business.
- Any experience in the TPA/Insurance Broking industry is a plus.
- Familiarity with any of the Learning Management Systems (LMS).
- Soft Skills Trainer Certification will be advantageous.

**About Loop**

Founded in 2018, we believe that health benefits should be simple, useful, and holistic. We’re on a mission to bring quality and value back together in healthcare.

We use technology to enable affordable insurance and super-accessible healthcare. We’re the only insurance broker that uses technology to help companies care for their employees. We don’t just help pay the claim—members trust Loop to guide them to better doctors, better care, at lower costs.

We're proud to serve 500+ companies and insure 300,000+ employees for their insurance and healthcare needs. We’ve raised more than $40m+ from Elevation Capital, Khosla Ventures, General Catalyst, and other world-class investors who believe in our vision of rebuilding healthcare and insurance from the ground up.

Join us in serving the best health benefits to modern companies in India. Let’s revolutionize modern healthcare together Loop Health values diversity and is committed to a policy of Equal Employment Opportunity.

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