Process Trainer Customer Service | Policybazaar | Kochi

Position: Process Trainer – Customer Service

Company: Policybazaar

Location: Kochi, Kerala

Key Responsibilities

- Conduct training and induction programs for recent joiners in the customer service process.
- Deliver process, product, system, and customer handling training.
- Conduct refresher training and coaching sessions based on business requirements.
- Identify training gaps through performance analysis and feedback.
- Prepare and maintain training modules, presentations, assessments, and learning materials.
- Conduct assessments, mock calls, role plays, and knowledge checks.
- Work closely with Operations, Quality, and HR teams to improve employee performance.
- Track training effectiveness and provide regular reports to management.




- Ensure employees understand customer service standards, processes, policies, and compliance requirements.
- Support new hires during nesting and transition to operations.

Requirements

- Graduate in any discipline.
- 2–5 years of experience in customer service training/process training.
- Strong communication and presentation skills.
- Good knowledge of customer service processes and quality parameters.
- Ability to handle classroom and virtual training sessions.
- Strong analytical, coaching, and interpersonal skills.
- Experience in BFSI/insurance or a similar customer-facing industry will be an added advantage.

📌 Process Trainer|Customer Service|Policybazaar| Kochi
🏢 PolicyBazaar
📍 Kochi