Process Trainer

6 hours ago

Bengaluru, Karnataka, India Examroom Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Department: Training

Work Location: Onsite, Bangalore

Position Summary

We are looking for a dynamic and experienced Process Trainer with a background in customer service or support. The ideal candidate should have a strong grasp of processes, training delivery, and documentation. Technical knowledge and experience in Voice and Accent (V&A) training is a plus, but not mandatory. The Process Trainer will be responsible for onboarding, upskilling, and supporting frontline agents through structured training programs, content development, and continuous learning initiatives.

Essential Duties and Responsibilities

  • Deliver process and product training for new hires and existing team members.

  • Develop training content, including manuals, reference guides, SOPs, and assessments.

  • Collaborate with internal stakeholders (Ops, QA, Product) to understand processes and product updates.

  • Conduct regular refresher sessions and knowledge checks to address gaps.

  • Monitor and track trainee progress and provide constructive feedback.

  • Create and maintain knowledge documentation for easy reference and learning.

  • Support in transition of new processes by designing training modules and go-live readiness sessions.

  • Evaluate training effectiveness using assessments, feedback, and performance metrics.

  • (Optional) Conduct Voice and Accent training if experienced, or coordinate with V&A trainer if required.

Qualifications and Requirements

Education

  • Bachelor's degree in any discipline (preferred: Business, Communication, or related fields).

Experience

  • 5+ years of experience in customer service/support industry.

  • Minimum 5 years in training delivery or process training role.

  • Exposure to technical products, support tools, or CRM platforms is preferred.

Skills & Competencies

  • Strong communication and presentation skills.

  • Content development and documentation expertise.

  • Good understanding of customer service metrics and performance indicators.

  • Ability to translate complex processes into simplified training modules.

  • Proficiency in MS Office tools (Excel, PowerPoint, Word).

  • V&A training experience is an added advantage, not mandatory.

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