Trainer - Process and Soft skills

Objective of the role

We are looking for a competent trainer to handle Process and Soft skills training for new hire and existing team members in the vertical. To be an excellent trainer, you must have Strong understanding of business processes / SOP with Ability to simplify complex workflows and convert them into easy-to-understand module.

Responsibilities

· Deliver training sessions on process workflows, SOPs, and quality standards

· Conduct soft skills training (communication, customer handling, etc.)

· Identify training needs through assessments, audits, or feedback

· Create training materials (presentations, manuals, e-learning modules) and maintain knowledge base

· Facilitate onboarding programs for new hires

· Monitor trainee performance and provide coaching/feedback

· Evaluate training effectiveness using KPIs, assessments, and reports

· Collaborate with operations to align training with business goals

· Handle refresher trainings and continuous improvement initiatives

· Act as vertical AM or other trainer back up as per requirement

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Key Skills and Experience

· 3+ years of customer service experience

· Proficient in English Language, written and verbal both

· Excellent communication skills with understanding of verbal and non-verbal cues, active listening, and the ability to simplify complex concepts.

· Reading the room and adapting your style to different learning speeds and personalities

· Managing challenging trainees or differing opinions within a session.

· Ability to interpret performance metrics (like CSAT, AHT, or Error Rates) to prove training ROI.

· Time management and the ability to handle multiple training cohorts or projects simultaneously.

· A coaching mindset — patient, constructive, and focused on growth rather than just delivery.