Process Trainer (BPO/KPO)

Training Delivery

·       Conduct new hire training (induction, tools, and process knowledge).

·       Facilitate refresher sessions based on TNI inputs from QA and Operations teams.

·       Deliver calibration & alignment workshops for auditors and operations.

·       Conduct train-the-trainer (TTT) sessions for SMEs/peer mentors.

Content Development & Maintenance

·       Prepare and update training modules, SOPs, PKTs, and Knowledge Base documentation.

·       Design quizzes, flyers, case studies, and practice sets for engaging learning

·       Ensure training content is aligned with the latest Google product and policy updates

Training Effectiveness & Governance

·       Conduct pre- and post-training assessments to measure knowledge retention

·       Track training effectiveness metrics (accuracy improvement, FPY, error reduction)

·       Collaborate with QA to close the feedback loop and improve content

·       Maintain training records and dashboards for governance reporting

Stakeholder Collaboration

·       Work closely with QA Leads, Ops Managers, and SMEs to identify training gaps

·       Partner with L&D and Google stakeholders for content alignment and process updates

·       Share feedback and insights from trainees to improve delivery and workflows

Skills & Qualifications

·       Graduate (any discipline) with 3-6 years of experience in training / L&D in a BPO/KPO setup

·       Experience in deal desk, order management, QA, or Google workflows preferred

·       Certification in training / facilitation / instructional design is an added advantage

·       Excellent communication, facilitation, and stakeholder management skills

·       Proficiency in tools like MS Office, LMS platforms, and Google Workspace.