Process Trainer

About the role

The Process Trainer will design and deliver training programs for new hires, cross‑skilling, and refresher sessions within a banking call‑center environment. This role combines curriculum development, virtual and onsite facilitation, and quality monitoring to ensure consistent service standards.

Key responsibilities

• Design new‑hire, cross‑skilling and refresher training aligned with bank SOPs and adult‑learning principles.
• Facilitate virtual and onsite scenario‑based and case‑based training sessions.
• Develop knowledge checks, certification assessments, and maintain qualitative metrics (quality scores, compliance scores, repeat errors).
• Conduct weekly, monthly and quarterly reviews with management.
• Perform call auditing, monitoring and calibration, providing coaching and mentoring to team members.
• Ensure adherence to call quality standards through regular monitoring and feedback.
• Lead team briefings, discussions and maintain all related reports and MIS.

Required profile

• Strong communication skills with proficiency in English.
• Ability to work independently and collaboratively within a team.
• Critical listening and analytical thinking abilities.
• Experience in training, teaching or facilitation.
• Strategic management, negotiation and time‑management capabilities.
• Customer‑service orientation and solid decision‑making/problem‑solving skills.

Required skills