Process Trainer (BPO/KPO)

WE ARE HIRING : Process Trainer

Role Overview

We are seeking an experienced Process Trainer to design, deliver, and govern training programs for new hires and existing team members within a BPO/KPO setup. This role involves conducting engaging training sessions, developing and maintaining content, measuring training effectiveness, and collaborating closely with QA, Operations, and stakeholders to ensure process excellence.

Key Responsibilities:

Training Delivery

• Conduct new hire training covering induction, tools, and process knowledge.
• Facilitate refresher training sessions based on TNI inputs from QA and Operations.
• Deliver calibration and alignment workshops for auditors and operations teams.
• Conduct Train-the-Trainer (TTT) sessions for SMEs and peer mentors.

Content Development & Maintenance

• Develop and update training modules, SOPs, PKTs, and Knowledge Base documentation.
• Design engaging learning aids such as quizzes, flyers, case studies, and practice sets.
• Ensure training content reflects the latest product, tool, and policy updates.

Training Effectiveness & Governance

• Conduct pre- and post-training assessments to measure knowledge retention.
• Track training effectiveness metrics such as accuracy, FPY, and error reduction.
• Collaborate with QA to implement feedback-driven content improvements.
• Maintain training dashboards and records for governance reporting.

Stakeholder Collaboration

Partner with QA Leads, Ops Managers, and SMEs to identify training needs and gaps.

Collaborate with L&D and client stakeholders for content alignment and updates.

Share insights from trainees to enhance training delivery and workflows.

Requirements:

• Graduate in any discipline with 36 years of experience in Training/L&D within a BPO/KPO environment.
• Experience in deal desk, order management, QA, or related workflows preferred.
• Certification in Training, Facilitation, or Instructional Design is an advantage.
• Strong communication, facilitation, and stakeholder management skills.
• Proficiency in MS Office, LMS platforms, and Google Workspace.

Ready to take your career to new heights?

We're InTalent Asia, your go-to recruitment partner in Sri Lanka, and we've got an exciting opportunity for you! Our client is looking for a dynamic individual to fill the role of Process Trainer.

At InTalent Asia, we're not just recruiters; we're here to architect your career success. Join us in the journey of matching your skills with unparalleled opportunities.

Apply now and see how you can be the perfect fit for this exclusive position!

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