Process Trainer

Role Overview The Trainer is responsible for end-to-end training ownership of non-voice processes, ensuring consistent delivery of high-quality training aligned with client requirements and business objectives. This role plays a critical part in stabilizing processes, improving quality metrics, supporting new launches, and developing future-ready talent across operations

Training Ownership Own end-to-end training for non-voice processes including process, product, and soft skills training. Create, review, and update SOPs, training decks, assessments, and certification frameworks. Drive nesting support and floor readiness for new batches

Process Excellence & Quality Improvement Analyze quality, productivity, and CSAT trends to identify training gaps. Conduct refresher, re-certification, and corrective training programs. Work closely with QA and Operations teams to improve accuracy, compliance, and SLA adherence. Act as a subject expert for process clarifications and escalations during training phases

Client & Business Alignment Ensure training content is fully aligned with client guidelines, updates, and compliance requirements. Support process transitions, new client launches, and scope expansions. Participate in internal and external audits related to training and process compliance. People Development & Coaching Mentor trainers, SMEs, and high-performing agents to build a strong training pipeline. Conduct Train-the-Trainer (TTT) sessions when required. Provide structured feedback and coaching to associates for continuous improvement. Support internal promotions and career progression initiatives