Hiring Trainer SDM - Customer support

Cognizant; Chennai District; On-site; INR 600,000 - 800,000; Full time

Job summary

Cognizant is seeking a Process Trainer to lead the training strategy and capability development for customer support teams in Chennai. The role involves designing targeted training sessions, onboarding new hires, and providing ongoing coaching to ensure quality and performance improvement.

The ideal candidate will have over 5 years of experience in large-scale customer support training programs, possessing deep expertise in Learning Management Systems and a proactive approach to skill enhancement.

Qualifications

• 5+ years of experience in training and capability development for customer support operations.
• Experience in performance-driven training in fast-paced environments.

Responsibilities

• Design and deliver targeted training sessions based on quality data.
• Support onboarding for new hires with necessary tools and knowledge.
• Deliver coaching to improve measurable skills in team members.
• Collaborate with Quality teams to tackle skill gaps.
• Maintain training documentation for transparency.

Skills

Training strategy development

Skill development assessment

Coaching and feedback delivery

Learning Management Systems (LMS)

Documentation maintenance

Job description

Job Description

JOB DESCRIPTION

Role Overview

• Own training strategy and capability development for customer support teams
• Ensure consistent skill development aligned to quality and performance outcomes

Key Responsibilities

• Design and deliver targeted training sessions based on quality data and performance gaps
• Support onboarding by equipping new hires with tools, processes, and expectations
• Deliver coaching and feedback to drive measurable skill improvement
• Collaborate with Quality teams to address recurring skill and knowledge gaps
• Maintain accurate training and coaching documentation

Experience Requirement

• Trainer driving End-to-End agent & team training and enablement programs for large scale customer support operations 5 years (or more) of experience leading training and capability programs
• Experienced in performance-driven training within fast-paced mobility platforms
• Current opening is within a high demand, young and agile team which is scaling fast and rapid, and the team requires high performers who are delivery ready from Day1

Core Experience

• Responsible for Training delivery of Client New Hire on-boarding curriculum over required consecutive working days.
• All on-going Training for new Client products, services or processes.
• Deep expertise of Learning Management Systems (LMS) and Knowledge Base tools to utilize and update on-going training exercises
• Design and deliver targeted training sessions based on quality data and performance gaps
• Support onboarding by equipping new hires with tools, processes, and expectations
• Deliver coaching and feedback to drive measurable skill improvement
• Collaborate with Quality teams to address recurring skill and knowledge gaps
• Support onboarding by equipping new team members with clear quality standards, tools, processes and expectations from day one
• Maintain accurate documentation of evaluations, coaching, and insights, ensuring transparency and alignment with company standards

Job Classification

Industry: BPM / BPO
Functional Area / Department: Teaching & Training
Role Category: Corporate Training
Role: Process Trainer
Employement Type: Full time

Contact Details:

Company: Cognizant
Location(s): Chennai
Ability to work in a team environment with members of varying skill levels. Highly motivated. Learns quickly.