Process Trainer

Shining Stars Institution & travels; Dadri; On-site; INR 630,000 - 770,000; Full time

Job summary

Shiningstars invites applications for a Customer Service Process Trainer to design, deliver, and continually improve training programs for our customer service teams. You will ensure agents have product knowledge, process understanding, quality standards, and strong customer handling skills to deliver an exceptional experience.

The role requires hands-on training delivery across classroom, virtual, and on-the-job formats, collaboration with operations, and ongoing evaluation of training

Qualifications

• Graduate in any discipline; MBA or training certification is a plus.
• 2 years of experience in customer service or training roles.
• Prior experience as a Process Trainer is preferred.
• Experience in voice, chat, email, or blended processes is an advantage.

Responsibilities

• Deliver induction and ongoing training for new hires and existing agents.
• Conduct classroom, virtual, and on-the-job training sessions.
• Train teams on customer service processes, tools, systems, and policies.
• Facilitate soft skills training (communication, empathy, problem-solving).
• Share training impact reports with stakeholders.

Skills

Strong communication

Presentation skills

Customer service ops knowledge

Explain processes clearly

Coaching & mentoring

MS Excel, PowerPoint, LMS

Education

Graduate in any discipline

MBA or training certification

Job description

Greetings From Shiningstars !!

Job Title - Customer Service Process Trainer

Role Overview

The Customer Service Process Trainer is responsible for designing, delivering, and improving training programs for customer service teams. The role ensures agents are well-equipped with product knowledge, process understanding, quality standards, and customer handling skills to deliver an excellent customer experience.

Key Responsibilities

Training & Facilitation

• Conduct induction and ongoing training for new hires and existing agents


• Deliver classroom, virtual, and on-the-job training sessions


• Train teams on customer service processes, tools, systems, and policies


• Facilitate soft skills training (communication, empathy, problem-solving)

Process & Knowledge Management

• Create, update, and maintain training materials, SOPs, process guides, and FAQs


• Ensure alignment of training content with current business processes


• Work closely with operations and quality teams to stay updated on process changes

Performance & Quality Improvement

• Identify training needs through quality audits, performance metrics, and feedback


• Conduct refresher training and corrective action plans for performance gaps


• Track post-training performance and effectiveness

Evaluation & Reporting

• Conduct assessments, quizzes, and certifications to evaluate learning outcomes


• Maintain training records and attendance reports


• Share training impact reports with stakeholders

Stakeholder Collaboration

• Partner with operations, quality, HR, and leadership teams


• Support process rollouts, system upgrades, and policy changes


• Assist in transition and migration of new processes or clients

Skills & Competencies

• Strong communication and presentation skills


• Good understanding of customer service operations (BPO/Contact Center preferred)


• Ability to explain processes clearly and simply


• Coaching and mentoring skills


• Analytical skills to identify training gaps


• Proficient in MS Excel, PowerPoint, and Learning Management Systems (LMS)

Key Performance Indicators (KPIs)

• Training completion and certification rates


• Improvement in quality scores and CSAT


• Reduction in errors and escalations


• Time-to-proficiency for new hires

Qualifications & Experience

• Graduate in any discipline (MBA or certification in training is a plus)


• 2 years of experience in customer service or training roles


• Prior experience as a Process Trainer is preferred


• Experience in voice, chat, email, or blended processes is an advantage

Salary Budget is upto 7 LPA