Process Trainer

3 days ago

Noida, Uttar Pradesh, India Ocube Services Full time ₹ 8,00,000 - ₹ 12,00,000 per year

Key Responsibilities

A. Training Delivery

  • Conduct New Hire Trainings (NHT) focused on end-to-end process, systems, and policies.
  • Deliver refresher and upskilling sessions to reinforce process adherence and drive continuous learning.
  • Facilitate floor readiness sessions and provide on-the-job support during nesting or OJT phases.
  • Customize delivery based on process complexity, LOB requirements, and agent proficiency levels.

B. Content Development & Maintenance

  • Develop and update SOPs, knowledge bases, and training decks in collaboration with Operations and Quality teams.
  • Translate process updates and client changes into accessible training material in real time.
  • Create microlearning formats, simulations, and case-based learning as per process needs.

C. Performance Tracking & Coaching

  • Monitor trainee performance using assessments, QA feedback, and real-time dashboards.
  • Identify performance gaps early and provide targeted coaching and retraining plans.
  • Maintain performance logs and assist in agent development roadmaps in coordination with TLs.

D. Training Evaluation & Reporting

  • Evaluate training effectiveness through post-training assessments, process audits, and KPI tracking.
  • Share insights, training feedback, and improvement recommendations with stakeholders.
  • Ensure training metrics are reported weekly/monthly to Training Manager, Ops, and QA.

E. Process Alignment & Continuous Improvement

  • Partner with Ops, QA, and MIS to keep all training content in sync with real-time operations.
  • Regularly conduct Process Audits, TNA (Training Needs Analysis), and RCA (Root Cause Analysis) for errors observed.
  • Recommend and implement corrective action trainings based on audit trends.

F. Compliance & Regulatory Adherence

  • Deliver mandatory compliance training including POSH, DPDPA, GDPR (where applicable), and internal policies.
  • Ensure 100% adherence to documentation and training sign-offs from all trainees.

G. Support to Operations

  • Conduct refresher huddles, post-error coaching, and floor side interventions to close knowledge gaps.
  • Work closely with TLs and QA to flag repeat errors and design training interventions accordingly.
  • Ensure process documentation is visibly available (FAQs, cheat sheets) for on-floor use.

H. Collaboration with Internal Stakeholders

  • Align with Workforce, TLs, QA, MIS, and Client Teams for session scheduling, performance insights, and communication protocols.
  • Share training attendance, credential request updates, and progress logs with relevant stakeholders.

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