Job Summary:
The Process Trainer plays a key role in the successful onboarding, continuous development, and performance improvement of new and tenured employees within the organization. This individual is responsible for delivering high-impact training sessions focused on client processes, policies, systems, and tools, while collaborating with key stakeholders to ensure training effectiveness, process alignment, and performance readiness.
Work Schedule & Flexibility:
- Must be willing to work on shifting schedules (depending on client timezone)
- Onsite but may go on Hybrid depending on client requirements (Bridgetowne, QC)
Key Responsibilities:
Training Delivery & Facilitation
- Conduct end-to-end training for new hires, cross-training, and upskilling programs based on client processes.
- Facilitate engaging and learner-centered sessions that accommodate different learning styles and competencies.
- Deliver training through various modalities including in-person, virtual (VILT), and blended learning formats.
Training Design & Documentation
- Collaborate with instructional designers and subject matter experts (SMEs) to create, update, or adapt training materials such as manuals, handouts, e-learning modules, assessments, and job aids.
- Customize training content based on client-specific guidelines, systems, and KPIs.
Performance Monitoring & Post-Training Support
- Support the nesting or transition-to-production phase by coaching and monitoring trainees’ performance.
- Identify gaps in learning and provide refresher sessions or individual coaching as needed.
- Track and report trainee progress and training effectiveness using defined metrics.
Stakeholder & Client Engagement
- Work closely with Operations, Quality, Client Success, and HR to align training with performance expectations and business goals.
- Attend client calibration sessions and business reviews to ensure consistency in process understanding and communication.
- Participate in train-the-trainer sessions or client-led updates.
Continuous Improvement
- Analyze process-related issues, training feedback, and performance data to identify opportunities for improvement.
- Recommend revisions in training approaches, methodologies, or tools to enhance learner experience and outcomes.
- Stay updated with industry best practices, client updates, and emerging trends in process training.
Key Performance Indicators (KPIs):
- Training Completion & Certification Rate
- Endorsement Rate to Operations
- Learner Satisfaction Score
- Training Impact on Performance (within 30-60-90 days)
- Compliance with Training Timelines and SLAs
- Stakeholder and Client Satisfaction Ratings
Experience:
- Minimum 2 years of experience in BPO process training or a related L&D role
- Experience in facilitating onboarding, upskilling, and process-specific training programs
- Exposure to fintech account (good to have)
Technical Skills:
- Proficiency in Microsoft Office Suite (PowerPoint, Excel, Word)
Soft Skills:
- Strong facilitation, presentation, and communication skills
- Ability to simplify complex processes into digestible learning formats
- Critical thinking and problem-solving abilities
- Strong interpersonal skills with the ability to manage a dynamic classroom
- Collaborative and adaptive in a fast-paced environment