Greetings From Shiningstars !!

Job Title - Customer Service Process Trainer

Role Overview The Customer Service Process Trainer is responsible for designing, delivering, and improving training programs for customer service teams. The role ensures agents are well-equipped with product knowledge, process understanding, quality standards, and customer handling skills to deliver an excellent customer experience.

Key Responsibilities

Training & Facilitation

- Conduct induction and ongoing training for new hires and existing agents
- Deliver classroom, virtual, and on-the-job training sessions
- Train teams on customer service processes, tools, systems, and policies
- Facilitate soft skills training (communication, empathy, problem-solving)

Process & Knowledge Management

- Create, update, and maintain training materials, SOPs, process guides, and FAQs
- Ensure alignment of training content with current business processes
- Work closely with operations and quality teams to stay updated on process changes

Performance & Quality Improvement

- Identify training needs through quality audits, performance metrics, and feedback
- Conduct refresher training and corrective action plans for performance gaps
- Track post-training performance and effectiveness

Evaluation & Reporting

- Conduct assessments, quizzes, and certifications to evaluate learning outcomes
- Maintain training records and attendance reports




- Share training impact reports with stakeholders

Stakeholder Collaboration

- Partner with operations, quality, HR, and leadership teams
- Support process rollouts, system upgrades, and policy changes
- Assist in transition and migration of current processes or clients

Skills & Competencies

- Strong communication and presentation skills
- Good understanding of customer service operations (BPO/Contact Center preferred)
- Ability to explain processes clearly and simply
- Coaching and mentoring skills
- Analytical skills to identify training gaps
- Proficient in MS Excel, PowerPoint, and Learning Management Systems (LMS)

Key Performance Indicators (KPIs)

- Training completion and certification rates
- Improvement in quality scores and CSAT
- Reduction in errors and escalations
- Time-to-proficiency for recent hires

Qualifications & Experience

- Graduate in any discipline (MBA or certification in training is a plus)
- 2 years of experience in customer service or training roles
- Prior experience as a Process Trainer is preferred
- Experience in voice, chat, email, or blended processes is an advantage

Salary Budget is upto 7 LPA

Call Pankaj @ (phone hidden)

Call or watsapp your resume on 852082270 to align your interview if you are eligible as per above and want to appear for the interview

📌 Process Trainer (Noida)
🏢 Shining Stars Institution u0026 travels
📍 Noida