Process Trainer
Core
Deliver process knowledge and soft skills training to new and existing staff in a call/contact center environment to ensure effective service delivery.
Role type
Process Trainer (Call Center Operations)
Builds
Training modules for IELTS/Digital Exams, individual learning plans, and performance improvement initiatives
Domain
Education & Language Testing (IELTS) / Customer Service
Deliverable
product features
Required skills
Training needs analysis, curriculum development, session outcome assessment, call monitoring, attrition risk prediction, MS Office (Word, Excel, PowerPoint), customer service principles (Voice, Email, Chat), Training MIS knowledge
Preferred skills
IELTS certification (Band 7+), KPO industry experience, adaptability to change
Technologies
Training MIS, MS Office Suite
Responsibilities
Conduct training needs analysis, develop tailored training materials, monitor trainee progress, implement certification processes, track performance via call monitoring, predict attrition risks
Seniority
Mid-Senior, hands-on IC
