Job Summary The Process Trainer is responsible for delivering end-to-end product, process, and systems training to new hires and existing employees. This role ensures that all customer experience associates meet established operational proficiency benchmarks and quality standards prior to transitioning to live operations.

Key Responsibilities

1. Training Delivery & Instruction

- Facilitate product, process, system, and compliance training modules for new hires.
- Conduct interactive learning sessions using adult learning principles and varied instructional styles.
- Deliver refresher training and specialized workshops based on operational updates or performance gaps.

2. Nesting & Transition Management

- Manage the training nesting period, providing real-time floor support, coaching, and feedback.
- Calibrate with Quality Assurance (QA) and Operations to evaluate agent readiness for production.
- Handle gatekeeping duties, ensuring only certified agents transition to the live floor. [1]

3. Training Need Analysis (TNA) & Curriculum Design

- Partner with Team Leaders and QA to identify performance bottlenecks and execute targeted interventions.
- Design, update, and maintain training collateral, including participant guides, quick-reference sheets, and assessment rubrics.




- Ensure all training materials align with client-specific brand guidelines and compliance requirements.

4. Reporting & Administration

- Track and document key training metrics, including attendance, assessment scores, throughput, and early attrition.
- Maintain up-to-date employee training logs in the Learning Management System (LMS).
- Provide regular performance scorecards and graduation reports to operations leadership.

Requirements & Qualifications Education & Experience

- Experience: Minimum 2+ years of relevant experience as a Process or Product Trainer within a BPO/CX environment.
- Education: Bachelor’s degree in any discipline, or equivalent qualified BPO experience.

Skills & Core Competencies

- Communication: Exceptional verbal, written, and cross-cultural communication skills with strong active listening.
- Instructional Skills: Proven ability to command a classroom, engage diverse learners, and present complex workflows simply.
- Analytical Ability: Capable of interpreting data from quality scorecards to design localized training solutions.
- Tools: Proficiency in MS Office (PowerPoint, Excel, Word) and standard Learning Management Systems (LMS).

📌 Process Trainer (Chennai)
🏢 Foundever
📍 Chennai