Job Role – Process Trainer

Years of Experience – 3-5 years

Key Responsibilities and Accountabilities
• Conduct training sessions for new hires on product, process details including aspects around compliance, communication.
• Conduct refresher sessions for existing employees on current processes and any recent updates
• Provide coaching & feedback to enhance agent effectiveness of call/chat/emails based customer service teams
• Analyze new hire OJT training audit data, compliance, communication & process related data. Prepare & implement action plans for increased throughput of training
• Analyze the coaching / training needs of the agents & support them in delivery.
• Participate in calibrations, call listening, chat/email reading sessions to ensure consistent scoring & feedback delivery approach
• Keep the agents updated on new process changes/updates, improvement initiatives.
• Maintenance and upkeep of process documents repository




• Sharing of Trivia and Process updates on routine basis
• Coordination and tracking of training delivery at partner locations

Skills & Knowledge
• Graduate/Post Graduate with 3 - 5 yrs experience which should include at least 2 yrs experience in Securities domain/financial services
• Experience in product, process training delivery for service teams
• Should be excellent in written & oral communication skills
• Excellent in presentation feedback and coaching skills
• Should possess an analytical bent of mind
• Experience in soft skills, voice and accent training is desirable
• Knowledge of English communication, annotations, syllables, punctuation etc. as part of soft skills training
• Result-oriented individual who can excel in a rapid paced organization in a dynamic industry
• Training manuals

📌 Process Trainer (Thane)
🏢 Kotak Neo
📍 Thane