.

Training Delivery

- Conduct New Hire Trainings (NHT) focused on end-to-end process, systems, and policies.
- Deliver refresher and upskilling sessions to reinforce process adherence and drive continuous learning.
- Facilitate floor readiness sessions and provide on-the-job support during nesting or OJT phases.
- Customize delivery based on process complexity, LOB requirements, and agent proficiency levels.

Content Development & Maintenance

- Develop and update SOPs, knowledge bases, and training decks in collaboration with Operations and Quality teams.
- Translate process updates and client changes into accessible training material in real time.
- Create microlearning formats, simulations, and case-based learning as per process needs.

Performance Tracking & Coaching

- Monitor trainee performance using assessments, QA feedback, and real-time dashboards.
- Identify performance gaps early and provide targeted coaching and retraining plans.
- Maintain performance logs and assist in agent development roadmaps in coordination with TLs.

Training Evaluation & Reporting

- Evaluate training effectiveness through post-training assessments, process audits, and KPI tracking.
- Share insights, training feedback, and improvement recommendations with stakeholders.
- Ensure training metrics are reported weekly/monthly to Training Manager, Ops, and QA.

Process Alignment & Continuous Improvement

- Partner with Ops, QA, and MIS to keep all training content in sync with real-time operations.
- Regularly conduct Process Audits, TNA (Training Needs Analysis), and RCA (Root Cause Analysis) for errors observed.
- Recommend and implement corrective action trainings based on audit trends.

Compliance & Regulatory Adherence





- Deliver mandatory compliance training including POSH, DPDPA, GDPR (where applicable), and internal policies.
- Ensure 100% adherence to documentation and training sign-offs from all trainees.

Support to Operations

- Conduct refresher huddles, post-error coaching, and floor side interventions to close knowledge gaps.
- Work closely with TLs and QA to flag repeat errors and design training interventions accordingly.
- Ensure process documentation is visibly available (FAQs, cheat sheets) for on-floor use.

Collaboration with Internal Stakeholders

- Align with Workforce, TLs, QA, MIS, and Client Teams for session scheduling, performance insights, and communication protocols.
- Share training attendance, credential request updates, and progress logs with relevant stakeholders.

Qualifications & Skills

- 2 3 years of experience as a Process Trainer, Quality Analyst, or similar role in a process-driven setup.
- Deep understanding of SOPs, workflows, SLAs, AHTs, compliance, and performance metrics.
- Strong facilitation, documentation, and process-mapping skills.
- Working knowledge of CRM systems, call audit tools, and LMS platforms.
- Analytical mindset with the ability to draw insights from QA and Ops data. Preferred Experience
- Experience across CX/CS/Tech Support/Operations in a BPO or Shared Services workplace.
- Hands-on with Zoho CRM, Tableau dashboards, or other call center tech stacks is an advantage.
- Exposure to ISO-compliant or process-certified environments is a plus.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Process Trainer (Noida)
🏢 Ocube Services
📍 Noida