E-commerce Trainer

Job Title: Process Trainer E-Commerce (BPO)

Location: Pune
Position Type: Full-Time

Role Overview
We are seeking an experienced and enthusiastic Process Trainer to lead learning and development initiatives for our E-Commerce customer support teams. In this role, you will design, deliver, and continuously optimize training programs covering product knowledge, marketplace tools, order management workflows, and soft skills to ensure high performance and service quality.

Key Responsibilities
Training Delivery & Facilitation
Conduct New Hire Orientation (NHT) and batch training for customer support representatives handling E-Commerce processes (voice, chat, and email).
Facilitate modules on order tracking, returns/refunds, seller/buyer policies, payment gateway troubleshooting, and dispute resolution.
Train staff on navigation and usage of CRM tools, ticketing systems (e.g. Zendesk), and marketplace platforms.
Content Design & Module Updating
Update training collateral, Standard Operating Procedures (SOPs), and
quick-reference guides based on process updates or client policy changes.
Develop assessments, quizzes, and mock scenarios to evaluate learner
comprehension and practical execution.
Performance & Floor Support
Manage OJT (On-the-Job Training) and nesting phases to ensure a seamless transition from classroom to live production.
Partner with Quality Assurance (QA) to analyze bottom-quartile performance and run targeted Refresher Training sessions.
Conduct throughput tracking and evaluate learning retention metrics across batches.

Required Qualifications & Skills
Experience: Minimum [4-5] years of overall experience in a BPO environment, with at least [2-3] years dedicated to a Process Trainer role in an E-Commerce process.
Domain Knowledge: Deep familiarity with E-Commerce workflows, including logistics tracking, return policies, payment processing, fraud detection basics, and marketplace guidelines.
Communication: Exceptional verbal and written communication skills with strong presentation and group facilitation capabilities.

Technical Proficiency: Hands-on experience with major CRM applications, MS Office (PowerPoint, Excel), and Learning Management Systems (LMS).

Preferred Qualifications
Knowledge of Quality Tools (Six Sigma, RCA framework) to tie training outcomes directly to process metrics (CSAT, FCR, AHT).

Looking for Immediate Joiners or 15-20 days