Process Trainer

The Customer Service Process Trainer will manage New Hire Training (NHT), On-the-Job Training (OJT), and refresher sessions to ensure customer service associates are well-prepared, skilled, and aligned with quality standards. The role focuses on improving communication, customer handling, and overall service effectiveness.

Roles and Responsibilities

• Deliver NHT and OJT for voice and non-voice customer service processes
• Train associates on communication, empathy, issue resolution, and compliance standards
• Update and maintain training materials, SOPs, and process documentation
• Monitor training effectiveness through quality metrics and performance analysis
• Collaborate with Operations and Quality teams to identify and address skill gaps
• Conduct refresher sessions to reinforce process knowledge and improve performance

Requirements

• Graduate in any discipline
• Minimum 1 ...