Process Trainer

Role & responsibilities

• Design and deliver process, refresher, and new-hire training programs.
• Conduct training sessions, assessments, certifications, and knowledge checks.
• Identify knowledge gaps and create focused improvement plans for employees.
• Monitor training effectiveness through assessments, feedback, QA results, and performance metrics.
• Take ownership of the junior trainer's training quality, delivery standards, and overall performance.
• Ensure consistency in training methodology, process knowledge, assessments, and certification across both locations.
• Design and deliver new-hire, refresher, process, and PIP-focused training programs.
• Work closely with Operations, QA, and Team Leaders to identify recurring performance gaps.
• Maintain training records, reports, attendance, and certification results.
• Update training materials, SOPs, presentations, and process documentation as required.
• Lead and mentor junior trainers and ensure consistency in training delivery.
• Handle multiple batches and training requirements while meeting timelines.

Preferred candidate profile

• 3-5 years of experience in Process Training, BPO, Operations Training, or a similar role.
• Prior experience in handling or mentoring other trainers is highly preferred.
• Strong understanding of training methodologies, assessments, coaching, and performance management.
• Excellent English communication and presentation skills.
• Strong analytical and problem-solving abilities.
• Ability to manage training operations across multiple locations.
• Experience with PIP training, certifications, refresher training, and new-hire training.
• Strong ownership and leadership mindset.
• Comfortable working in a night-shift environment.