Process Trainer

Position Overview:

We are looking for an experienced and driven Training Lead to design, deliver, and govern impactful training
programs in a fast-paced E-Commerce and BPO customer experience environment. The ideal candidate will bring
a strong background in vendor governance, training delivery, content creation, and soft skills coaching will be a
plus along with a deep passion for developing people and enabling high-performance teams.
This is a critical role for a collaborative, proactive individual who excels at communication, demonstrates
integrity, and thrives in a dynamic setting.

Key Responsibilities:

• Design and Deliver Training Programs: Create and implement comprehensive training
  modules for new hires and tenured employees, with a focus on customer experience,
  communication, and process excellence.
• Vendor Governance: Manage training partnerships with outsourced vendors, monitor delivery
  quality, and ensure alignment with internal standards and SLAs.
• Content Development: Develop high-impact training materials including presentations,
  handbooks, and e-learning content tailored to business needs.
• Training Batch Management: Oversee end-to-end execution of training batches, ensuring
  timely delivery and measurable outcomes.
• Performance Evaluation: Measure training effectiveness using feedback, assessments, and
  business KPIs; continuously optimize content and delivery approach.
• Stakeholder Collaboration: Work closely with operations, quality, process teams to identify
  training needs and support performance improvement initiatives.
• Soft Skills Facilitation: Conduct engaging and interactive soft skills sessions that elevate the
  team’s ability to manage customer interactions effectively.Reporting and Documentation: Maintain training records, generate reports, and present
  updates to leadership as required

What is the nature and scope of responsibilities the candidate should have handled?

• 5 - 7+ years of experience in a Customer Experience / BPO / E-Commerce training function.
• Proficiency in Microsoft Office Suite, especially PowerPoint, Excel, and Word – mandatory.
• Exceptional verbal and written communication skills in both English and Hindi.
• Proven ability to manage external training vendors and ensure training compliance.
• Strong presentation and facilitation skills with the ability to engage diverse learner groups.
• Demonstrated expertise in training delivery , batch handling, and content creation.
• Self-driven with a strong work ethic, can-do attitude, and a passion for people development.
• Upholds teamwork, honesty, and integrity in all professional interactions.