Product & Process Trainer

1 week ago

Mohali Punjab, India Asituj Global Services Pvt Ltd Full time

**About the Role**:
**Key Responsibilities**:
**Product & Process Training**:

- Design and deliver comprehensive training programs on travel website features, user navigation, workflows, and booking procedures.
- Conduct induction, refresher, and upskilling sessions for sales and customer support teams.
- Create engaging SOPs, knowledge bases, and support material in sync with the website updates and product rollouts.
- Collaborate with Operations and Marketing teams to stay up to date on changes and ensure training reflects current business priorities.
- Monitor employee performance post-training and provide feedback, coaching, and on-the-job support to enhance product knowledge and sales skills.

**Sales Enablement via Organic Leads**:

- Train employees to understand customer psychology and use the travel website efficiently to close inbound sales.
- Develop scripts, objection handling tips, and scenario-based training to convert organic leads from calls and chats.
- Assess gaps in product understanding or process adherence and create remedial plans to bridge them.

**Voice & Accent and Communication Training**:

- Assess voice quality and communication effectiveness of customer-facing agents.
- Conduct voice & accent neutralization sessions to enhance clarity and customer comfort.
- Improve pronunciation, fluency, and soft skills to support high-quality customer interactions.

**Quality Assurance & Evaluation**:

- Track training effectiveness using metrics like lead conversion, call handling quality, and product accuracy.
- Maintain training schedules, feedback logs, attendance records, and performance evaluations.
- Recommend and implement continuous improvements in training delivery and content.

**Key Requirements**:

- Bachelor’s degree in any discipline (preferred: Communication, Travel & Tourism, English, or related fields).
- Minimum 4 years of experience in product/process training in a BPO, travel, or tech-enabled services environment.
- Exceptional facilitation and presentation skills with a strong grasp of adult learning principles.
- Solid knowledge of online training tools (e.g., Google Slides, PowerPoint) and LMS platforms.
- Proven ability to simplify complex technical content into digestible training sessions.
- Clear, neutral English accent with strong command over grammar and business communication.
- Experience with CRM, travel booking tools (e.g., GDS/Amadeus/Sabre - optional but a plus).
- Comfortable delivering both in-person and virtual training sessions.

**Preferred Skills**:

- Prior experience training teams in travel sales or customer service.
- Understanding of organic lead sales funnels and conversion tactics.
- Certification in communication or accent training is a bonus.

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

Pay: ₹25,000.00 - ₹80,000.00 per month

**Benefits**:

- Health insurance
- Leave encashment
- Paid sick time
- Paid time off

Schedule:

- Day shift
- Evening shift
- Morning shift
- Night shift
- Rotational shift

Supplemental Pay:

- Performance bonus
- Quarterly bonus

**Education**:

- Bachelor's (preferred)

**Experience**:

- Training & development: 2 years (required)

Work Location: In person

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