Job Description

Job Title: Process Trainer (Voice Process) Location: Techno Park, Trivandrum, Kerala Experience: 2-5 years as a Process Trainer or in a similar training role within technical support, IT helpdesk, or customer service . Shift Timings: 8:30 PM to 5:30 AM 4:30 AM to 1:30 PM 12:30 PM to 9:30 PM 24/7 Rotational shift Key Responsibilities: Training & Development: Design, develop, and deliver training programs for new hires and existing technical support agents . Conduct process, product, and soft skills training sessions. Create training materials, SOPs, FAQs, and knowledge base articles . Implement interactive learning techniques such as simulations, role-playing, and case studies. Define career growth plans for agents. Ensures process standardization across the team. Performance Monitoring & Coaching: Conduct assessments and evaluations to measure learning effectiveness. Monitor agent performance and provide refresher training sessions . Identify knowledge gaps and develop targeted training programs . Track training sessions and participation Process & Compliance Management: Ensure that all agents follow standard operating procedures (SOPs) . Work with Quality Assurance (QA) teams to identify process improvements. Keep training materials updated with the latest product and process changes . Collaboration & Reporting: Coordinate with operations, quality, and product teams to align training with business goals. Generate reports on training effectiveness, agent performance, and knowledge retention . Recommend process improvements based on training feedback and performance analysis. Required Skills & Qualifications: Technical Knowledge: Familiarity with hardware/software troubleshooting, networking, and ticketing systems Training Skills: Strong presentation, facilitation, and coaching abilities. Analytical Thinking: Ability to analyze agent performance and improve training effectiveness . Communication: Excellent verbal and written communication skills. Tools & Technology: Experience with LMS (Learning Management Systems), MS Office, Google Workspace, and remote training platforms .