Process Trainer

POSITION OVERVIEW

We are looking for an experienced process trainer who will take care of the below responsibilities:

1. New Hire Training & Certification:

• Design, develop, and deliver induction and process training programmes for new hire counsellors, covering process knowledge, systems, and quality standards.
• Ensure new hires are successfully certified at the end of induction training, driving a consistently high certification pass rate.

2. OJT (On-the-Job Training) Performance Management:

• Guide and manage OJT associates through their initial performance ramp-up period, tracking progress against productivity and quality targets, and act as a TL for the team.
• Ensure a strong majority of OJT associates achieve their assigned OJT targets within the defined ramp-up window.

3. OJT Audits:

• Conduct regular scheduled audits per OJT counsellor every week, covering calls and process adherence.
• Share timely, constructive feedback with OJT counsellors and track closure of all resulting action items. Maintain full compliance against the weekly audit plan.

4. Bottom Quartile Audits:

• Conduct regular scheduled audits per bottom-quartile counsellor every week to identify performance and quality gaps.
• Share coaching feedback with bottom-quartile counsellors and monitor their improvement over time.
• Maintain full compliance against the weekly audit plan for bottom-quartile counsellors.

5. Coaching & Performance Improvement:

• Ensure structured coaching sessions are completed for all audited associates, with improvement areas clearly documented.
• Track and validate that coaching outcomes are reflected in subsequent audits.
• Drive measurable improvement in warm conversion rates over time for bottom-quartile counsellors.

6. Performance Metrics:

• Collaborate with the sales and training management teams to track KRAs/KPIs, including certification pass rate, OJT target achievement, audit compliance, and coaching effectiveness.
• Analyse training and audit data to identify trends and patterns, and provide actionable insights to improve overall team performance.

QUALIFICATIONS

• Any bachelor's degree
• Proven experience in process training, quality analysis, and audit management (3-6 years), preferably in an inside sales or BPO environment.
• Strong understanding of process training methodologies, audit frameworks, and coaching techniques. Excellent communication and presentation skills.
• Analytical mindset with the ability to interpret performance data (KRAs/KPIs) and provide actionable insights. Certification in training or quality management is a plus.