Process Trainer / Learning & Development Specialist

Latinem; Hyderabad; Presencial; INR 350 000 - 520 000; Tempo integral

Resumo da oferta

Latinem in Hyderabad, India seeks a Process Trainer for contact centre operations. The role delivers New Hire Training and ongoing process training, developing content, and coaching teams to achieve certification readiness and high customer experience standards.

The successful candidate will apply adult learning principles and ADDIE, collaborate with Operations and Quality, and drive continuous improvement across process changes.

Qualificações

• Experience in New Hire Training and refresher programs.
• Strong understanding of Adult Learning Principles.
• Hands-on experience with ADDIE Instructional Design Model.
• Excellent facilitation, coaching, and presentation skills.

Responsabilidades

• Deliver New Hire Training (NHT) programs for customer service and operational teams.
• Facilitate process training, refresher trainings, calibration sessions, and knowledge workshops.
• Drive knowledge assessments and implement improvement plans based on results.
• Ensure learners meet certification and readiness before transitioning to operations.
• Design, develop, and maintain training content, guides, SOPs, and assessments.
• Apply ADDIE to training program development and work with SMEs to implement changes on the floor.
• Monitor training effectiveness through metrics and feedback.

Conhecimentos

ADDIE

Adult Learning Principles

Facilitation

Presentation Skills

Coaching

Customer Experience (CX)

Communication Skills

Descrição da oferta de emprego

Job title: Process Trainer- Contact Centre
Location: Hyderabad, TG

Key Responsibilities

Training Delivery & Facilitation

• Conduct New Hire Training (NHT) programs for customer service and operational teams.
• Facilitate Process training, refresher trainings, calibration sessions, and knowledge enhancement workshops.
• Drive periodic knowledge assessments and recommend improvement plans based on results.
• Deliver engaging, learner-centric sessions using adult learning methodologies.
• Ensure learners meet certification and readiness requirements before transitioning to operations.

Training Content Development

• Design, develop, and maintain training content, learner guides, facilitator guides, SOPs, process documentation, assessments, and knowledge articles.
• Apply the ADDIE Model (Analysis, Design, Development, Implementation, and Evaluation) in training program development.
• Partner with Operations, Quality, and SMEs to ensure process changes are accurately executed on the production floor.
• Training Effectiveness & Operational Support
• Monitor training effectiveness through performance metrics, audits, assessments, and operational feedback.
• Support operations by identifying knowledge gaps and implementing targeted coaching interventions.

Performance Improvement

• Analyse performance trends and recommend targeted learning solutions.
• Collaborate with Quality and Operations teams to drive continuous improvement initiatives.
• Ensure customer experience standards are consistently maintained.
• Demonstrate a strong understanding of customer experience principles, particularly in environments servicing HNI / premium customers.
• Ensure training focuses not only on process compliance but also on customer expectations, service quality, ownership, empathy, communication, and resolution.

Required Skills & Expertise

Training & Learning

• Expertise in New Hire Training, Refresher Training, and Continuous Learning Programs.
• Strong understanding of Adult Learning Principles and Learning & Development best practices.
• Hands-on experience with the ADDIE Instructional Design Model.
• Excellent facilitation, coaching, and presentation skills.

Customer Experience

• Strong understanding of Customer Experience (CX) principles.
• Experience supporting and training teams handling High-Net-Worth Individuals (HNI) or premium customer segments preferred.
• Ability to translate customer expectations into operational behaviors and service standards.

Process & Operations

• Strong understanding of international customer service operations.
• Experience managing process changes and driving implementation across operational teams.
• Ability to interpret business requirements and convert them into effective learning solutions.
• Excellent written and verbal communication skills.
• Ability to communicate complex process information in a simple and engaging manner.