Process Trainer

Facilitate new hire, BAU workflow trainings, communication & soft skills trainings by utilizing the content, presentations, and visual aids.

Plan classroom trainings, e-learnings, and other computer-aided instructional technologies, simulators, conferences, and workshops.

Manage the training program in accordance with business needs, regulatory requirements, and Quality Management System.

Evaluate trainees throughout training by administering assessments and activities, followed by feedback.

Check logistical requirements (classroom booking, training material, etc.) before beginning a program to ensure smooth implementation.

Participate in client calls regarding updates on new products and development.

Conduct training needs evaluation and knowledge enablement activities for new joiners and BAU operators.

Assess learning needs via PKTs, TNIs & bottom quartile performance analysis.

Proactively identify opportunities and plan training interventions in collaboration with Ops & internal leads.

Monitor calls and perform quality checks to validate QA findings for retraining purposes.

Conduct shadow sessions and provide floor support to identify process gaps or improvement opportunities.

Create/customize high-quality modules and session plans based on business and floor requirements.

Develop SOPs, knowledge bytes, micro-learning modules, manuals, and visual aids.

Recommend modifications or additions to content as per business dynamics, including quarterly audits.