Process Trainer | Customer Service | Policybazaar | Banglore

Policybazaar; Bengaluru; On-site; INR 400,000 - 700,000; Full time

Job summary

Policybazaar in Bengaluru is seeking a Process Trainer for Customer Service to design and deliver training programs for new joiners and ongoing coaching. The role covers process, product, system, and customer handling training with a focus on quality and compliance.

The ideal candidate will have 2–5 years in customer service training, strong communication and presentation skills, and the ability to run both classroom and virtual sessions. BFSI/insurance exposure is a plus.

Qualifications

• Graduate in any discipline.
• 2–5 years of experience in customer service training/process training.
• Strong communication and presentation skills.
• Good knowledge of customer service processes and quality parameters.
• Ability to handle classroom and virtual training sessions.
• Strong analytical, coaching, and interpersonal skills.

Responsibilities

• Conduct training and induction programs for new joiners in the customer service process.
• Deliver process, product, system, and customer handling training.
• Conduct refresher training and coaching sessions based on business requirements.
• Identify training gaps through performance analysis and feedback.
• Prepare and maintain training modules, presentations, assessments, and learning materials.
• Conduct assessments, mock calls, role plays, and knowledge checks.
• Work with Operations, Quality, and HR teams to improve employee performance.
• Track training effectiveness and provide regular reports to management.
• Ensure employees understand customer service standards, processes, policies, and compliance requirements.
• Support new hires during nesting and transition to operations.

Skills

Communication

Presentation skills

Training delivery

Coaching

Education

Graduate in any discipline

Job description

Process Trainer Customer Service | Policybazaar | Bangalore

Job Description

Position: Process Trainer Customer Service
Company: Policybazaar
Location: Bangalore

Key Responsibilities

• Conduct training and induction programs for new joiners in the customer service process.
• Deliver process, product, system, and customer handling training.
• Conduct refresher training and coaching sessions based on business requirements.
• Identify training gaps through performance analysis and feedback.
• Prepare and maintain training modules, presentations, assessments, and learning materials.
• Conduct assessments, mock calls, role plays, and knowledge checks.
• Work closely with Operations, Quality, and HR teams to improve employee performance.
• Track training effectiveness and provide regular reports to management.
• Ensure employees understand customer service standards, processes, policies, and compliance requirements.
• Support new hires during nesting and transition to operations.

Requirements

• Graduate in any discipline.
• 2-5 years of experience in customer service training/process training.
• Strong communication and presentation skills.
• Good knowledge of customer service processes and quality parameters.
• Ability to handle classroom and virtual training sessions.
• Strong analytical, coaching, and interpersonal skills.
• Experience in BFSI/insurance or a similar customer-facing industry will be an added advantage