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 13 years of training experience in a contact center; insurance process experiences preferred.
• Knowledge of insurance concepts like underwriting, claims, policy issuance, renewals, and regulations (added advantage).

Required Skills

• Good communication skills (verbal and written).
• Strong presentation, facilitation, and interpersonal skills.
• Ability to simplify complex insurance concepts for rapid learner comprehension.
• Proficient in MS Office (PowerPoint, Excel, Word).
• Excellent coaching and feedback skills.
• Ability to manage large batches and handle pressure in a fast-paced environment.
• Strong attention to detail and compliance orientation.

Additional Requirements

• Flexibility to work in rotational shifts based on business needs.
• Ability to work onsite/remote depending on organizational requirements.
• Strong sense of ownership and accountability.

HR: Riya Reji

Contact - +91 9082081025

Email ID - riya.reji1@teleperformancedibs.com