Trainer

Role & responsibilities

Responsibilities

• Facilitate engaging training sessions (classroom, virtual, and on-the-job) for new hires and existing associates, ensuring effective knowledge transfer.
• Analyze quality scores, customer feedback, and operational metrics to identify training needs and performance gaps.
• Design, develop, and deliver customized training programs based on identified business requirements and skill gaps.
• Monitor post-training effectiveness through assessments, performance reviews, and operational KPIs.
• Prepare and publish daily, weekly, and monthly training dashboards and performance reports for stakeholders.
• Maintain and update training records, certification data, and learning histories for all associates.
• Support new hires during the learning curve by providing coaching, mentoring, and floor support.
• Develop and maintain training materials, SOPs, process guides, and Knowledge Base (KB) articles.
• Collaborate with Operations, Quality, Workforce Management, and Client teams to ensure alignment with business objectives.
• Stay updated on marketplace policies, seller support processes, order management workflows, and customer experience standards.
• Conduct refresher trainings, calibration sessions, process update briefings, and Training Needs Identification (TNI) activities.
• Support associates under performance improvement programs (PIP/BQM) through targeted coaching and development plans.
• Track and monitor associate performance during the first 90 days to ensure successful onboarding and productivity attainment.
• Perform transaction audits, case reviews, chat/email audits, and live monitoring to evaluate associate performance.
• Ensure timely completion of training deliverables while maintaining training quality standards.
• Assist the Training Manager in defining, tracking, and reporting key training and business metrics.
• Act as a Subject Matter Expert (SME) or Team Lead backup when required by business needs.
• Provide floor support, queue monitoring, and real-time guidance to associates during critical business periods.
• Mentor trainer aspirants and contribute to building internal training capabilities.
• Be flexible to support business-related travel, shift requirements, or relocation, as needed.

Applicant Specifications & Qualifications

• Experience in E-Commerce, Customer Support, Seller Support, Marketplace Operations, or Contact Center environments.
• Excellent communication, presentation, facilitation, and interpersonal skills.
• Strong analytical abilities with experience interpreting operational and quality performance data.
• Ability to adapt quickly to changing business priorities, process updates, and technology enhancements.
• Strong stakeholder management skills and ability to collaborate across multiple functions.
• Self-motivated, proactive, and capable of managing multiple tasks simultaneously.
• Passion for learning, coaching, and developing talent.

Desired Skills

1. Strong understanding of E-Commerce operations, including order management, returns & refunds, seller support, catalog management, and customer service processes.
2. Excellent training delivery, facilitation, and presentation skills.
3. Experience working with CRM, ticketing systems, marketplace tools, and customer engagement platforms.
4. Proven experience in designing, developing, and delivering training programs in an E-Commerce environment.
5. Strong reporting and analytical skills, with experience tracking training effectiveness using operational metrics.
6. Hands-on experience creating SOPs, process documentation, job aids, FAQs, and Knowledge Base articles.
7. Knowledge of Quality frameworks, customer experience metrics (CSAT, NPS), and process improvement methodologies.
8. Proficiency in Microsoft Office tools, especially Excel, PowerPoint, and reporting dashboards.
9. Experience in coaching, mentoring, and performance improvement initiatives.
10. Ability to support business operations during peak seasons and drive continuous improvement initiatives.