Key Responsibilities

- Conduct new hire induction and process training for Banking Chat Support associates.
- Deliver refresher trainings, upskilling sessions, and knowledge enhancement programs.
- Develop and maintain training materials, SOPs, process documents, and assessment modules.
- Evaluate trainee performance through quizzes, certifications, nesting support, and audits.
- Identify performance gaps through quality analysis and recommend training interventions.
- Ensure compliance with banking regulations, data security policies, and operational guidelines.
- Facilitate workshops on customer service excellence, communication skills, and chat etiquette.
- Monitor training effectiveness through performance metrics and feedback mechanisms.
- Collaborate with Operations, Quality, and Client teams to address process updates and training requirements.
- Support transition and implementation of current banking products, services, and process changes.
- Prepare and publish training reports, scorecards, and effectiveness trackers.
- Conduct coaching and mentoring sessions to improve agent performance and customer experience.

Required Qualifications

- Bachelor's degree in any discipline.
- 2+ years of experience as a Process Trainer in Banking, Financial Services, or BPO industry.
- Prior experience in Chat Support operations is preferred.
- Strong understanding of retail banking,



cards, loans, payments, deposits, or customer service processes.
- Excellent presentation, facilitation, and communication skills.
- Proficiency in MS Office applications (Excel, PowerPoint, Word).
- Knowledge of training methodologies, adult learning principles, and evaluation techniques.

Key Skills

- Banking Operations Knowledge
- Chat Support Training
- Learning & Development
- Communication & Presentation Skills
- Stakeholder Management
- Coaching & Mentoring
- Process Improvement
- Quality Management
- Training Need Analysis (TNA)
- Performance Management
- Customer Service Excellence
- Reporting & MIS

Preferred Qualifications

- Certification in Training & Development or Learning Management.
- Experience handling banking customers through digital channels (Chat/Email).
- Knowledge of LMS platforms and content creation tools.

Key Performance Indicators (KPIs)

- Training Throughput & Certification Scores
- New Hire Transition Success Rate
- Nesting Performance Improvement
- Quality Scores
- Productivity Metrics
- CSAT Improvement
- Knowledge Assessment Results
- Attrition and Retention Support Metrics

CONTACT

Share your CV to

swathi - (phone hidden) (whatsapp only)

Mail - [email protected]

Immediate joiners only.

📌 Process Trainer - Banking & chat experience (Immediate joiners) (Chennai)
🏢 TP
📍 Chennai