Process Trainer

Job Role – Process Trainer

Years of Experience – 3-5 years

Key Responsibilities and Accountabilities

1. Conduct training sessions for new hires on product, process details including aspects around compliance, communication.
2. Conduct refresher sessions for existing employees on current processes and any recent updates
3. Provide coaching & feedback to enhance agent effectiveness of call/chat/emails based customer service teams
4. Analyze new hire OJT training audit data, compliance, communication & process related data. Prepare & implement action plans for increased throughput of training
5. Analyze the coaching / training needs of the agents & support them in delivery.
6. Participate in calibrations, call listening, chat/email reading sessions to ensure consistent scoring & feedback delivery approach
7. Keep the agents updated on new process changes/updates, improvement initiatives.
8. Maintenance and upkeep of process documents repository
9. Sharing of Trivia and Process updates on routine basis
10. Coordination and tracking of training delivery at partner locations

Skills & Knowledge

1. Graduate/Post Graduate with 3 - 5 yrs experience which should include at least 2 yrs experience in Securities domain/financial services
2. Experience in product, process training delivery for service teams
3. Should be excellent in written & oral communication skills
4. Excellent in presentation feedback and coaching skills
5. Should possess an analytical bent of mind
6. Experience in soft skills, voice and accent training is desirable
7. Knowledge of English communication, annotations, syllables, punctuation etc. as part of soft skills training
8. Result-oriented individual who can excel in a fast paced organization in a dynamic industry
9. Training manuals