Process Trainer – Customer Service

Position Summary

The Customer Service Trainer is responsible for ensuring that customer support staff are well-versed in all aspects of the company's products, processes, and service standards. The role focuses on delivering effective process and soft-skills training, designing competency assessments, maintaining quality standards, and driving performance outcomes for new hires.

The trainer will also be responsible for adopting innovative training techniques, evaluating existing methodologies, and continuously improving training effectiveness. A strong background in customer service operations is essential for this role.

Key Duties & Responsibilities

• Facilitate integration of training content with trainees' existing knowledge and experience
• Use a variety of training strategies and adult learning methodologies
• Conduct process, product, and soft-skills training for new hires
• Design and administer competency assessments and certification tests
• Review and evaluate written and practical assignments of trainees
• Seek regular feedback from participants to improve training effectiveness
• Modify training approaches based on feedback and performance outcomes
• Observe, record, and report training results to stakeholders
• Create interactive activities to encourage active participation
• Identify individual and group training needs and address skill gaps
• Maintain batch training records and performance dashboards

Education Requirements

• Graduate degree (any discipline)
• Knowledge of adult learning principles and training effectiveness metrics
• Experience Requirements
• Minimum 2 years of experience as a Trainer in a relevant customer service or contact center environment

Skills & Competencies

• Excellent verbal and written communication skills
• Ability to manage batches of 20–25 new hires, from onboarding coordination to certification
• Strong analytical skills to track batch performance and training outcomes
• Basic proficiency in MS Excel and PowerPoint for reports and training materials
• Ability to provide constructive feedback to new and existing employees
• Capability to conduct skill-gap analysis and refresher training programs
• Strong understanding of 0–30 days performance metrics for new hires
• Ability to meet training effectiveness, performance, and retention targets