Process Trainer

Training & Development Responsibilities

• Facilitate new hire, BAU workflow trainings, communication & soft skills trainings by utilizing the content, presentations, and visual aids.
• Plan classroom trainings, e-learnings, and other computer-aided instructional technologies, simulators, conferences, and workshops.
• Manage the training program in accordance with business needs, regulatory requirements, and Quality Management System.
• Evaluate trainees throughout training by administering assessments and activities, followed by feedback.
• Check logistical requirements (classroom booking, training material, etc.) before beginning a program to ensure smooth implementation.
• Participate in client calls regarding updates on new products and development.

Training Need Identification

• Conduct training needs evaluation and knowledge enablement activities for new joiners and BAU operators.
• Assess learning needs via PKTs, TNIs & bottom quartile performance analysis.
• Proactively identify opportunities and plan training interventions in collaboration with Ops & internal leads.
• Monitor calls and perform quality checks to validate QA findings for retraining purposes.
• Conduct shadow sessions and provide floor support to identify process gaps or improvement opportunities.

Content Design

• Create/customize high-quality modules and session plans based on business and floor requirements.
• Develop SOPs, knowledge bytes, micro-learning modules, manuals, and visual aids.
• Recommend modifications or additions to content as per business dynamics, including quarterly audits.

Policy Responsibilities

• Create policy documents for new launches, maintain and audit existing documents.
• Handle policy-related queries from Clients/Operations.
• Provide resolutions and insights for issues/escalations.
• Identify gaps in existing policies/tools and recommend solutions.
• Share policy/workflow updates and check understanding via PKTs or dip-checks.

Other Training Responsibilities

• Maintain data and reporting (updates, assessments, scorecards, feedback, etc.).
• Hold regular meetings with Operations, stakeholders, and Clients.
• Conduct interviews and evaluate technical/communication skills.
• Maintain advisor documents handed over to Operations during movement to Mentoring/OJT.
• Adapt flexibly to changing business needs and perform assigned tasks.

Qualifications & Job Expectations

• Work from office, 5 days a week.
• Open to rotational shifts (Mon–Sat).
• Bachelor’s degree in any stream.
• Minimum 2+ years of training experience in Maps or related technology fields; experience with Google environment preferred.
• Experience working with global teams, with strong cross-geo communication skills.
• Strong knowledge of training concepts and methodologies.
• Excellent presentation, communication, and interpersonal skills.
• Strong people-handling skills, ability to identify trainee behavior/issues.
• Ability to front-end and manage tasks independently.
• Self-motivated, problem-solver, confident, and logical.