Process Trainer

TELUS International; Dadri, New Delhi, Gurugram District; On-site; INR 500,000 - 800,000; Full time

Benefits offered by this job

Night shifts

Office-based role

Job summary

TELUS International is seeking a Learning Services Specialist (Product Trainer) to design, deliver, and improve training programs that enhance employee performance and drive business outcomes.

The role involves classroom and on-the-job training, needs assessments, coaching new hires, and collaboration with stakeholders to optimize learning effectiveness. The position requires night shifts and office presence in a rotating schedule.

Qualifications

• Minimum 4 years in an international BPO environment.
• Currently working as a Learning Specialist (Process Trainer) for 2–3 years.
• Bachelor's degree in any field.

Responsibilities

• Training Development & Facilitation: design and deliver training sessions using simulations, role-plays, and workshops.
• Coaching & Support: mentor new hires and act as SME for new processes and policies.
• Training Needs Analysis: assess skills gaps and tailor programs with leadership input.
• Operational & Administrative Tasks: maintain training records, schedules, and enrollment data.

Skills

Verbal & written communication

Active listening

Education

Bachelor's degree

Tools

Google Suite

MS Office (Excel/Word/PowerPoint)

Job description

Learning Services Specialist (Product Trainer): External

Job Description

The Learning Services Specialist (Product Trainer) is responsible for designing, delivering, and improving training programs to enhance employee performance and drive business outcomes. The role involves conducting engaging classroom and on-the-job training, assessing learning needs, coaching new hires, and collaborating with stakeholders to optimize training effectiveness

Key Responsibilities

• Training Development & Facilitation

  • Design and deliver impactful training sessions using diverse instructional techniques such as simulations, role-playing, group discussions, and interactive workshops

  • Continuously update training content to align with process changes and business objectives

  • Lead On-the-Job Training (OJT) and nesting phases post-classroom training, ensuring KPIs and throughput targets are met

• Coaching & Support

  • Mentor and support new hires during training and nesting to enhance their performance

  • Act as a subject matter expert (SME) for new processes, policies, and best practices

  • Promote a culture of continuous learning and professional growth within the team

• Training Needs Analysis

  • Conduct assessments to identify skill gaps and recommend targeted learning solutions

  • Partner with leadership and stakeholders to tailor training programs based on business needs

• Operational & Administrative Tasks

  • Maintain accurate training records, reports, and performance data

  • Manage training schedules, logistics, and participant enrollments efficiently

  • Ensure compliance with company policies and industry standards related to training

Eligibility Criteria

• Experience:

  • Minimum 4 years in an international BPO environment

  • Currently working as a Learning Specialist (Process Trainer) for at least 2-3 years [Preferable Technical Support experience]

• Education: Bachelor's degree in any field

• Skills & Tools:

  • Strong proficiency in Google Suite and MS Office (Excel, Word, PowerPoint)

  • Excellent verbal & written communication and active listening skills

• Work Requirements:

  • Willingness to work in rotational shifts and from the office (Specifically Night Shifts)