Process Trainer

Location: Panjim, Goa


Help with the ongoing, long-term improvement of employees’ skills and knowledge, enabling them to fulfill their potential within their organization. Increasingly, training and development officers are required to be strategic rather than reactive, assessing the skills and knowledge within an organization and determining what training is needed to grow and retain these skills.

Trainer Responsibilities:

 Process Champion – Knowledge of all processes with the ability to give accurate feedback
 Manage end to end training from Class room training till Nesting, maintaining throughput and competency conversion as per desired standards.
 Identify training and development needs within the organization through regular error/query/knowledge/skill analysis, bottom quartile analysis and regular consultation with business managers and human resources departments
 Design and expand refresher training based on the needs of the organization, customer and the individual
 Work in a team (PO’s, Process Trainers, Knowledge Banks) to produce programs that are satisfactory to all the stakeholders in the organization
 Be a part of the knowledge transition for a new or existing customer
 Produce training materials and stats for classroom and process trainings including nesting
 Creating and managing knowledge related forums at all levels – BM’s, PO’s, Knowledge Banks, Mentors, Process Trainers
 Review the Monthly and Quarterly results with the Training Manager and V.P. for Training Efficiencies and ROI
 Manage the delivery of training and development programs and devise a training strategy to improve knowledge quotient and skill level continuously
 Monitor and review the progress of bottom performers through audits, monthly JKQ’s, KEP and discussions with managers
 Ensure that statutory training requirements are met and flags are raised timely keeping ODL Management in loop
 Evaluate process manuals, checklists, processes, training and development programs regularly in order to adapt to changes occurring in the work environment
 Help line managers and process trainers solve specific training problems, either on a one-to-one basis or in groups
 Keep up to date with developments in training by reading relevant journals, going to meetings and attending relevant courses
 Have an understanding of e-learning techniques, and where relevant, be involved in the creation and/or delivery of e-learning packages
 Research new technologies and methodologies in workplace learning and present this research.

Skills required:

 Interpersonal skills that enable you to work with people at all levels, motivate others and change people’s attitudes when necessary
 Written and spoken communication skills that allow you to inform and advise others clearly
 Problem-solving and negotiation skills
 Initiative and the ability to offer new ideas
 Organizational and planning skills to manage your time and to meet deadlines and objectives
 Good time-keeping skills to enable you to effectively manage training schedules
 Personal commitment to improving your own knowledge and skills.

Job requirements:

  • Minimum 2 years’ experience as a Process Trainer, ideally for a Chat process (preferably having worked in a Chat process or else in Voice process)
  • Excellent Interpersonal Skills.
  • Excellent English Communication

Working hours – UK/US Shifts

Salary Package –  Rs. 3,00,000/-  to  Rs. 5,00,000/- per annum

Are you interested in this role? Well then! What are you waiting for? Fill out the form below and we will reach out to you to get your CV.

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