Job Description – Process Trainer
Position: Process Trainer
Department: Operations / Training
Location: Noida
Job Summary
We are seeking an experienced Process Trainer to deliver training for the Inbound Banking & FASTag process. The candidate will be responsible for conducting new hire training, process refreshers, product updates, and performance improvement sessions to ensure agents meet quality, compliance, and customer service standards.
Key Responsibilities
- Conduct induction and process training for new joiners.
- Deliver training on Banking and FASTag products, customer service skills, call handling, and compliance requirements.
- Prepare and maintain training materials, SOPs, and process documentation.
- Conduct mock calls, assessments, and certification tests.
- Identify knowledge gaps and conduct refresher training sessions.
- Monitor trainee performance during nesting and provide coaching support.
- Coordinate with Operations, Quality, and Team Leaders to improve agent performance.
- Ensure adherence to banking regulations, process guidelines, and customer service standards.
- Track training effectiveness and prepare MIS reports.
Requirements
- Graduate in any discipline.
- Minimum 1–3 years of experience as a Process Trainer in a BPO, Banking, Customer Service, or FASTag process.
- Strong knowledge of inbound customer service operations.
- Excellent communication, presentation, and coaching skills.
- Good understanding of quality parameters, compliance, and customer experience metrics.
- Proficiency in MS Office and training management tools.
Preferred Skills
- Experience in Banking, FASTag, FinTech, or BFSI processes.
- Ability to create engaging training content and learning modules.
- Strong analytical and problem-solving skills.
Salary
As per company standards.
Role Objective
The Process Trainer will be responsible for developing and enhancing the skills of customer service representatives handling inbound Banking and FASTag queries, ensuring high-quality customer interactions, process compliance, and operational excellence.
Pay: ₹25,000.00 - ₹35,000.00 per month
Benefits:
Work Location: In person
