Process Trainer – Customer Service

Location: Prakāshamnagar

Position Summary

The Customer Service Trainer is responsible for ensuring that customer support staff are well-versed in all aspects of the company's products, processes, and service standards. The role focuses on delivering effective process and soft-skills training, designing competency assessments, maintaining quality standards, and driving performance outcomes for new hires.

The trainer will also be responsible for adopting innovative training techniques, evaluating existing methodologies, and continuously improving training effectiveness. A strong background in customer service operations is essential for this role.

Key

Duties & Responsibilities

Facilitate integration of training content with trainees' existing knowledge and experience
Use a variety of training strategies and adult learning methodologies
Conduct process, product, and soft-skills training for new hires
Design and administer competency assessments and certification tests
Review and evaluate written and practical assignments of trainees
Seek regular feedback from participants to improve training effectiveness
Modify training approaches based on feedback and performance outcomes
Observe, record, and report training results to stakeholders
Create interactive activities to encourage active participation
Identify individual and group training needs and address skill gaps
Maintain batch training records and performance dashboards
Education Requirements
Graduate degree (any discipline)
Knowledge of adult learning principles and training effectiveness metrics
Experience Requirements
Minimum 2 years of experience as a Trainer in a relevant customer service or contact center environment
Skills & Competencies
Excellent verbal and written communication skills
Ability to manage batches of 20–25 new hires, from onboarding coordination to certification
Strong analytical skills to track batch performance and training outcomes
Basic proficiency in MS Excel and PowerPoint for reports and training materials
Ability to provide constructive feedback to new and existing employees
Capability to conduct skill-gap analysis and refresher training programs
Strong understanding of 0–30 days performance metrics for new hires
Ability to meet training effectiveness, performance, and retention targets