Process Trainer|Customer Service|Policybazaar| Kochi

Policybazaar; Ernakulam; On-site; INR 350,000 - 520,000; Full time

Job summary

Policybazaar in Kochi, Kerala is seeking a Process Trainer for Customer Service to design and deliver training programs for new joiners and ongoing coaching. The role requires strong communication and presentation skills, plus the ability to conduct classroom and virtual sessions, analyze performance, and build training materials.

Familiarity with BFSI/insurance processes is an advantage. You will collaborate with Operations, Quality, and HR teams to ensure compliance with standards and to track

Qualifications

• Graduate in any discipline.
• 2–5 years of experience in customer service training or 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 similar customer-facing industry is an added advantage.

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.

Skills

Communication skills

Presentation skills

Analytical

Coaching

Interpersonal skills

Classroom training

Virtual training

Education

Graduate in any discipline

Job description

Process Trainer Customer Service | Policybazaar | Kochi

Job Description

Position: Process Trainer – Customer Service
Company: Policybazaar
Location: Kochi, Kerala

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.