Process Trainer

1 week ago

Mumbai Maharashtra, India Happy Staffers Full time

**Job Title**: Process Trainer (International/Voice) - BFSI/BPO

**Location**: Malad, Mumbai

**Job Type**: Full-Time

**Industry**: BFSI/BPO

**Job Summary**:
**Key Responsibilities**:

- Develop and deliver training programs for new hires and existing employees in the BFSI voice process.
- Design training modules focusing on process knowledge, soft skills, compliance, and product updates.
- Conduct assessments to evaluate trainees' understanding and readiness for live operations.
- Collaborate with Quality and Operations teams to identify training needs and process gaps.
- Maintain and update training materials to align with industry and process changes.
- Provide feedback and coaching to enhance employee performance and process adherence.
- Track training effectiveness through KPIs such as FCR (First Call Resolution), CSAT (Customer Satisfaction), and compliance adherence.
- Ensure training meets regulatory and compliance standards for the BFSI sector.
- Conduct train-the-trainer sessions to enhance internal training capabilities.

**Required Skills & Qualifications**:

- **Educational Qualification**: Graduate (Any stream)
- **Experience**: 2-5 years in training for BFSI/International Voice Processes
- **Industry Exposure**: BFSI/BPO sector with experience in customer service training
- Strong verbal and written communication skills in English
- Ability to create engaging training materials and presentations
- Knowledge of BFSI regulations, compliance, and customer service best practices
- Analytical skills to assess training effectiveness and drive improvements
- Proficiency in MS Office (Word, Excel, PowerPoint)
- Flexible to work in shifts as per business requirements

**Job Types**: Full-time, Permanent

Pay: ₹550,000.00 - ₹600,000.00 per year

**Benefits**:

- Health insurance
- Provident Fund

Schedule:

- Night shift

Work Location: In person

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