Process Trainer (CRM & Call Center)

Role Overview

The Process Trainer is responsible for delivering effective training programs to new hires and existing employees across CRM and call center processes. The role ensures that team members are fully equipped with the required process knowledge, soft skills, and CRM system expertise to achieve business objectives and deliver exceptional customer service.

Required Skill Sets

Technical / Functional Skills

Strong understanding of CRM systems (e.g., Freshdesk or similar).

Familiarity with inbound and outbound call center operations.

Knowledge of customer lifecycle management and service workflows.

Experience in creating and delivering process manuals, presentations, and e-learning modules.

Ability to analyze process performance and translate insights into training requirements.

Qualitative / Soft Skills

Excellent communication and presentation skills.

Strong interpersonal skills with a collaborative, team-focused approach.

Analytical thinking with high attention to detail.

Patience and the ability to coach learners at different skill levels.

Adaptability to fast-paced environments and frequent process changes.

High degree of ownership, accountability, and follow-through.

Key Responsibilities

Conduct new-hire and refresher training sessions for call center executives.

Train team members on CRM tools, workflow processes, and communication protocols.

Create, update, and maintain training modules, SOPs, and process documentation.

Conduct assessments to evaluate trainee performance and provide actionable feedback.

Collaborate with quality and operations teams to identify skill gaps and training needs.

Monitor process adherence and ensure consistency in performance standards.

Support onboarding and transition of new CRM processes or client accounts.

Generate training reports, track learning progress, and share updates with stakeholders.

Key Performance Indicators (KPIs)

1. Training Effectiveness

Training Completion Rate

Trainee Assessment Scores (average % score across batches)

Post-Training Accuracy (error rate reduction within first 30 days)

Process Adherence Score of trained agents

2. Operational Impact

Reduction in repeated errors attributed to training gaps

Improvement in AHT, FCR, or order conversion after training interventions

Speed to Competency (time taken for new hires to reach target performance)

3. Quality & Compliance

QA Compliance of agents post training

SOP / Module Update Timeliness (updates within SLA after process changes)

UAT Participation Quality when new processes are introduced

4. Stakeholder Satisfaction

Feedback Score from Operations & Quality Teams

Trainee Satisfaction Score (TSAT)

5. Productivity & Ownership

Number of Training Programs Delivered per month

Training Material Refresh Rate

Support Provided During Process Transitions (documentation, shadowing, calibration sessions)

Team Members He / She Will Work With

Process Managers, Inside Sales and Service Head – for training strategy and performance updates.

Team Leaders – to align on process updates and team performance.

Quality Analysts – to identify training gaps based on audit findings.

HR and Recruitment Team – to assist in onboarding and induction programs.

Skills Required

customer lifecycle management, Presentations