Job title: Process Trainer- Contact Centre

Location: Hyderabad, TG

Key Responsibilities

Training Delivery & Facilitation

- Conduct New Hire Training (NHT) programs for customer service and operational teams.
- Facilitate Process training, refresher trainings, calibration sessions, and knowledge enhancement workshops.
- Drive periodic knowledge assessments and recommend improvement plans based on results.
- Deliver engaging, learner-centric sessions using adult learning methodologies.
- Ensure learners meet certification and readiness requirements before transitioning to operations.

Training Content Development

- Design, develop, and maintain training content, learner guides, facilitator guides, SOPs, process documentation, assessments, and knowledge articles.
- Apply the ADDIE Model (Analysis, Design, Development, Implementation, and Evaluation) in training program development.
- Partner with Operations, Quality, and SMEs to ensure process changes are accurately executed on the production floor.
- Training Effectiveness & Operational Support
- Monitor training effectiveness through performance metrics, audits, assessments, and operational feedback.
- Support operations by identifying knowledge gaps and implementing targeted coaching interventions.

Performance Improvement

- Analyse performance trends and recommend targeted learning solutions.
- Collaborate with Quality and Operations teams to drive continuous improvement initiatives.




- Ensure customer experience standards are consistently maintained.
- Demonstrate a strong understanding of customer experience principles, particularly in environments servicing HNI / premium customers.
- Ensure training focuses not only on process compliance but also on customer expectations, service quality, ownership, empathy, communication, and resolution.

Required Skills & Expertise Training & Learning

- Expertise in New Hire Training, Refresher Training, and Continuous Learning Programs.
- Robust understanding of Adult Learning Principles and Learning & Development best practices.
- Hands-on experience with the ADDIE Instructional Design Model.
- Excellent facilitation, coaching, and presentation skills.

Customer Experience

- Strong understanding of Customer Experience (CX) principles.
- Experience supporting and training teams handling High-Net-Worth Individuals (HNI) or premium customer segments preferred.
- Ability to translate customer expectations into operational behaviors and service standards.

Process & Operations

- Strong understanding of international customer service operations.
- Experience managing process changes and driving implementation across operational teams.
- Ability to interpret business requirements and convert them into effective learning solutions.
- Excellent written and verbal communication skills.
- Ability to communicate complex process information in a simple and engaging manner.

📌 Process Trainer / Learning & Development Specialist (Hyderabad)
🏢 Latinem Private
📍 Hyderabad