Senior Trainer Customer Service

Job Title- Senior Trainer (Customer Service )

Location- Bangalore , Chennai , Hyderabad , Kochi

Time- 10am to 7pm , Mon to Sat

Must know local language of that particular state + English

Job Overview

Policybazaar is looking for a dynamic, highly skilled Senior Customer Service Trainer to join our training and development team across our South India hubs. In this role, you will be responsible for onboarding new customer service advisors, design and delivering impactful training programs, and continuously upskilling our existing workforce. The ideal candidate will blend deep customer service frameworks with insurance domain knowledge to drive exceptional customer satisfaction (CSAT) and first-time resolution (FTR) metrics.

Key Responsibilities

• Training Delivery & Onboarding: Lead end-to-end induction and product training programs for newly hired customer service advisors.
• Domain & Process Excellence: Train advisors on Life Insurance, Health Insurance, Motor Insurance products, IRDAI guidelines, and internal CRM systems.
• Soft Skills & Communication: Conduct workshops focused on active listening, empathy, escalation handling, phone etiquette, and structured problem-solving.
• Need Analysis & Content Creation: Identify performance gaps through call monitoring and coordination with quality assurance (QA) teams; design custom modules and training materials to address these gaps.
• Performance Tracking: Monitor post-training performance (Nesting phase) and provide real-time coaching to ensure batch-readiness and clear throughput.
• Continuous Upskilling: Conduct refresher training sessions on process updates, new product launches, and advanced customer retention strategies.

Pre-requisites & Qualifications

• Experience: 1 to 7 years of experience as a trainer in a BPO, Contact Center, or Customer Service environment (experience in the Insurance or BFSI sector is highly preferred).
• Education: Graduate / Post-Graduate in any stream.
• Core Skills: Exceptional verbal and written communication skills; strong presentation and audience-engagement capabilities.

Mail your resume at [email protected]