Process Trainer

Develop and implement training modules for customer service processes and tools.

Facilitate onboarding and continuous learning for customer service representatives.

Ensure alignment with service quality standards, compliance guidelines, and company policies.

Monitor training effectiveness and drive improvements based on feedback and performance metrics.

Support process documentation and updates in collaboration with operations and quality teams.

Scope of Work :

Training Content Development : Create SOPs, role-play scenarios, e-learning modules, and quick reference guides.

System Training : Provide hands-on training on CRM, ticketing, and communication platforms.

Quality Alignment : Work with QA teams to address common errors and improve service delivery.

Performance Coaching : Offer targeted coaching to improve individual and team performance.