Process Trainer

• Develop and implement training modules for Banking and Fraud processes.
• 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.