Process Trainer | Onsite (A-AA)

The Process Trainer plays a key role in the successful onboarding, continuous development, and performance improvement of new and tenured employees within the organization. This individual is responsible for delivering high-impact training sessions focused on client processes, policies, systems, and tools, while collaborating with key stakeholders to ensure training effectiveness, process alignment, and performance readiness.

Work Schedule & Flexibility:

• Must be willing to work on shifting schedules (depending on client timezone)
• Onsite but may go on Hybrid depending on client requirements

Key Responsibilities:

Training Delivery & Facilitation

• Conduct end-to-end training for new hires, cross-training, and upskilling programs based on client processes.
• Facilitate engaging and learner-centered sessions that accommodate different learning styles and competencies.
• Deliver training through various modalities including in-person, virtual (VILT), and blended learning formats.

Training Design & Documentation

• Collaborate with instructional designers and subject matter experts (SMEs) to create, update, or adapt training materials such as manuals, handouts, e-learning modules, assessments, and job aids.
• Customize training content based on client-specific guidelines, systems, and KPIs.

Performance Monitoring & Post-Training Support

• Support the nesting or transition-to-production phase by coaching and monitoring trainees performance.
• Identify gaps in learning and provide refresher sessions or individual coaching as needed.
• Track and report trainee progress and training effectiveness using defined metrics.

Stakeholder & Client Engagement

• Work closely with Operations, Quality, Client Success, and HR to align training with performance expectations and business goals.
• Attend client calibration sessions and business reviews to ensure consistency in process understanding and communication.
• Participate in train-the-trainer sessions or client-led updates.

Continuous Improvement

• Analyze process-related issues, training feedback, and performance data to identify opportunities for improvement.
• Recommend revisions in training approaches, methodologies, or tools to enhance learner experience and outcomes.
• Stay updated with industry best practices, client updates, and emerging trends in process training.

Key Performance Indicators (KPIs):

• Training Completion & Certification Rate
• Endorsement Rate to Operations
• Learner Satisfaction Score
• Training Impact on Performance (within 30-60-90 days)
• Compliance with Training Timelines and SLAs
• Stakeholder and Client Satisfaction Ratings

Qualifications:

• Minimum 2 years of experience in BPO process training or a related L&D role
• Experience in facilitating onboarding, upskilling, and process-specific training programs
• Exposure to fintech account (good to have)

Technical Skills:

• Proficiency in Microsoft Office Suite (PowerPoint, Excel, Word)

Soft Skills:

• Strong facilitation, presentation, and communication skills
• Ability to simplify complex processes into digestible learning formats
• Critical thinking and problem-solving abilities
• Strong interpersonal skills with the ability to manage a dynamic classroom
• Collaborative and adaptive in a fast-paced environment