Process Trainer

7 days ago

Pune, Maharashtra, India EXL Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Key Responsibilities:

  • Facilitate comprehensive process and communication skills training for new hires, focusing on chat, email, and voice customer service channels.
  • Provide hands-on floor support and coaching to agents during their initial live sessions, ensuring smooth transition and confidence.
  • Conduct regular assessments and knowledge checks to evaluate agent performance; deliver constructive feedback to promote continuous improvement.
  • Perform Training Needs Analysis (TNA) to identify gaps in agent skills, particularly in communication and soft skills, and design targeted interventions.
  • Develop and update training materials, including manuals, guides, presentations, and e-learning content, tailored to multichannel customer service environments.
  • Collaborate closely with subject matter experts (SMEs) to ensure training content is accurate, relevant, and aligned with current business processes.
  • Customize training sessions to address the unique needs of different teams, focusing on enhancing communication effectiveness and customer experience.
  • Deliver training through diverse formats such as in-person workshops, virtual sessions, and one-on-one coaching tailored to individual learning styles.
  • Assess trainees understanding and practical application of skills using quizzes, hands-on exercises, and real-time simulations.
  • Gather and analyze feedback from trainees to continuously refine training methods and content.
  • Monitor and report on training progress, agent performance improvements, and overall training effectiveness to management.
  • Stay informed on industry best practices, emerging trends in customer service, and new communication tools to keep training materials current.
  • Identify process and communication gaps within teams and propose actionable improvements to enhance overall service quality.
  • Work closely with quality assurance teams to ensure training aligns with quality standards, compliance requirements, and regulatory guidelines.
  • Maintain meticulous records of training activities, attendance, assessments, and completion metrics.
  • Prepare detailed reports on training outcomes and recommend strategies for ongoing development and upskilling.

Qualifications & Experience:

  • Proven experience in delivering communication and soft skills training within a customer service environment.
  • Hands-on experience training across multiple channels, including chat, email, and voice support.
  • Strong understanding of customer service operations, challenges, and performance metrics.
  • Excellent interpersonal and coaching skills, with the ability to motivate and engage diverse learner groups.
  • Familiarity with training tools, Learning Management Systems (LMS), and e-learning content development.
  • Ability to analyze training effectiveness and implement continuous improvement strategies.
  • Strong organizational skills with attention to detail in documentation and reporting.
  • Prior experience working closely with quality assurance or compliance teams is a plus.

TTT Certified preferred.

Needs to be flexible with shifts/WO.

Immediate Joiners required

Contact - Mercy

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