Role Overview
We are looking for a Process Trainer to support the DSC team by designing and delivering training programs for customer support teams. The role focuses on improving service quality, strengthening process understanding, and ensuring consistent onboarding and capability development for employees.
Key Responsibilities
1. Training & Development
- Design and deliver training programs for customer support teams and internal stakeholders.
- Identify skill gaps through performance analysis and develop targeted training modules.
- Conduct onboarding training sessions for new hires.
2. Content & Program Development
- Create training materials including presentations, SOPs, guides, and learning modules.
- Develop structured learning programs to improve process understanding and service quality.
- Research and incorporate new training methodologies and tools.
3. Performance Improvement
- Evaluate employee performance to identify areas of improvement.
- Conduct assessments, surveys, and feedback sessions to measure training effectiveness.
- Work closely with operations teams to continuously improve training content.
4. Process Alignment
- Ensure training programs align with business processes and operational requirements.
- Maintain training documentation and track learning outcomes.
Qualifications
- Bachelor's Degree / MBA preferred
- 1–2 years of experience in training or learning & development roles.
- Prior experience in customer support or operations training will be preferred.
Skills & Competencies
- Proficiency in MS Office tools, dashboards, and Google Workspace.
- Strong communication and presentation skills.
- Ability to identify skill gaps and design training solutions.
- Knowledge of different teaching methods and training approaches.
- Strong organizational and documentation skills.
- Fluent in Hindi and English (reading and writing).
