Process Trainer

Key Responsibilities

• Conduct new hire training, product/process training and soft skills relevant to insurance customer service.
• Ensure all trainees fully understand insurance terminology, policy types, premium calculations, endorsements, claims processes, etc.
• Provide hands-on system training for contact center CRMs, policy administration platforms, and ticketing tools used in the insurance domain.
• Maintain detailed training reports, attendance, evaluation sheets, and learning progress trackers.
• Identify skill gaps through evaluations and recommend targeted improvement plans.
• Support agents during the OJT period, monitoring call-handling skills, process adherence, and customer service quality.

Required Qualifications

• Graduate in any discipline (mandatory).
• Minimum 1–3 years of training experience in a contact center;
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