Process Trainer-Customer Service|Gurgaon

Policybazaar; Gurugram District; On-site; INR 600,000 - 900,000; Full time

Benefits offered by this job

Fast-paced and growth-oriented work environment

Opportunity to build impactful learning programs

Career progression with a leading InsurTech organization

Collaborative culture with continuous learning opportunities

Job summary

Policybazaar, located in Gurugram, is seeking a Process Trainer for Customer Service. This role involves conducting training for customer service teams, assessing trainees, and updating training content based on process changes. Candidates should have a graduate degree and 2-6 years of experience in a BPO environment, preferably in insurance or BFSI.

Join us for a collaborative work culture and opportunities for career progression!

Qualifications

• 2-6 years of experience as a Process Trainer in Customer Service.
• Experience in the insurance or BFSI domain is preferred.

Responsibilities

• Conduct new hire induction and process training for customer service teams.
• Deliver engaging classroom and virtual training sessions.
• Assess trainees through quizzes, mock calls, and evaluations.
• Identify learning gaps and provide coaching to improve performance.
• Refine and update training content based on process changes.
• Work closely with Operations and Quality teams to improve customer experience.
• Monitor post-training performance and recommend refresher sessions.
• Maintain training records, reports, and completion trackers.

Skills

Strong communication and presentation skills

Experience in customer service training

Understanding of adult learning principles

Proficiency in Microsoft Office

Ability to analyze training effectiveness

Education

Graduate in any discipline

Job description

Job Title: Process Trainer Customer Service

Location: Gurugram

Key Responsibilities

• Conduct new hire induction and process training for customer service teams.
• Deliver engaging classroom and virtual training sessions.
• Assess trainees through quizzes, mock calls, and evaluations.
• Identify learning gaps and provide coaching to improve performance.
• Refine and update training content based on process changes.
• Work closely with Operations and Quality teams to improve customer experience.
• Monitor post-training performance and recommend refresher sessions.
• Maintain training records, reports, and completion trackers.

Required Skills

• Strong communication and presentation skills.
• Experience in customer service training within a BPO/contact center environment.
• Good understanding of adult learning principles and training methodologies.
• Proficiency in Microsoft Office (Excel, PowerPoint, Word).
• Ability to analyze training effectiveness and drive performance improvements.

Eligibility

• Graduate in any discipline.
• 2-6years of experience as a Process Trainer in Customer Service.
• Experience in the insurance or BFSI domain is preferred.

Why Join Policybazaar?

• Fast-paced and growth-oriented work environment.
• Opportunity to build impactful learning programs.
• Career progression with a leading InsurTech organization.
• Collaborative culture with continuous learning opportunities.