Process Trainer
Job Summary
We are hiring a Process Trainer to support our BPO operations by delivering effective training programs for new hires and existing employees. You will play a key role in onboarding, upskilling, and ensuring process understanding across Financial, Healthcare, or Insurance accounts. The position requires facilitating both classroom and virtual training sessions while maintaining training materials and evaluating trainee performance.
Responsibilities
- Facilitate new hire and refresher training programs
- Evaluate trainee performance through assessments and mock calls
- Coordinate with Operations and QA for process updates
- Coach trainees and maintain training materials
Required Skills
- Training facilitation and public speaking
- Strong English communication skills
- BPO process knowledge
- Stakeholder coordination
Job Details
About the Role
We are hiring a Process Trainer to support our BPO operations. The role is responsible for delivering training programs that equip new hires and existing employees with the necessary knowledge, skills, and behaviors to perform effectively in a contact center environment.
You will play a key role in onboarding, upskilling, and ensuring consistent process understanding across teams handling Financial, Healthcare, or Insurance accounts.
Key Responsibilities
- Facilitate new hire training (NHT) for BPO agents
- Conduct process, product, and system training sessions
- Deliver refresher and upskilling training programs
- Evaluate trainee performance through assessments, mock calls, and evaluations
- Support onboarding transition and nesting activities
- Coordinate with Operations, QA, and SMEs for process updates
- Update and maintain training materials and modules
- Coach trainees and provide performance feedback
Qualifications
- At least 2 years in college (no back subjects required)
- Minimum 2 years BPO experience
- At least 1 year experience as a Process Trainer
- Experience in Financial, Healthcare, or Insurance accounts preferred
- Strong communication and presentation skills
- Comfortable facilitating classroom and virtual training sessions
- Willing to work onsite
Must-Have Skills
- Training facilitation and public speaking
- Strong English communication skills
- BPO process knowledge (voice, chat, email support)
- Basic reporting and documentation skills (Excel, PowerPoint)
- Stakeholder coordination (Operations, QA, L&D)
Work Setup
- Onsite reporting
- Shifting schedule depending on training requirements