We are seeking an experienced Process Trainer- Travel Industry to manage and deliver training programs for B2B voice processes. The ideal candidate will be responsible for onboarding new hires, upskilling existing agents, ensuring process adherence, and maintaining high service quality standards within the travel domain.
Key Responsibilities :
- Design, develop, and deliver process training for B2B voice operations in the travel industry
- Conduct new hire training (NHT), refresher training, and ongoing upskilling sessions
- Train agents on travel products, booking tools (GDS), workflows, and client-specific SOPs
- Provide in-depth training on voice etiquette, customer handling, objection management, and escalation handling
- Evaluate trainee performance through assessments, mock calls, role plays, and certifications
- Ensure compliance with client guidelines, SLAs, and quality standards
- Collaborate with Quality, Operations, and Client Stakeholders to identify training gaps
- Prepare and maintain training reports, attendance records, and performance metrics
- Support nesting and floor training post classroom sessions
- Assist in process updates, SOP revisions, and change management communication
Required Skills & Competencies :
- Strong knowledge of Travel Industry processes (B2B)
- Hands-on experience with voice processes
- Working knowledge of GDS systems (Amadeus / Sabre / Galileo preferred)
- Excellent communication, presentation, and facilitation skills
- Ability to explain complex travel concepts in a simplified manner
- Strong analytical and feedback skills
- Proficient in MS Excel, PowerPoint, and training documentation
- Ability to manage multiple batches and stakeholders efficiently
Job Type: Full-time
Benefits:
Application Question(s):
- What is your Notice Period ?
- Do you have experience of Travel industry ?
Work Location: In person
