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)
Builds
Training modules, individual learning plans, and certification processes for IELTS/Digital Exams operations.
Domain
Education / Language Testing / 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 in secured environments, change management
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 (4-7 years total, 2+ as trainer)
