Customer Success Trainer

We're Hiring: Customer Success Trainer!

Position Title: Process Trainer

Department: Shared Services

Reports To: Operations Director

Job Summary

The Process Trainer will design, deliver, and manage training programs to equip employees with the knowledge and skills required to perform their roles effectively. The trainer will focus on process-specific training, ensuring standardization, compliance, and continuous improvement within a shared services environment.

Key Responsibilities

Training Delivery

• Conduct process-specific training sessions for new hires and existing employees, including onboarding, upskilling, and refresher training.
• Facilitate workshops and training programs to address gaps identified during quality audits or performance reviews.

Content Development

• Develop and update training materials, manuals, and guides to reflect the latest processes, tools, and policies.
• Collaborate with process owners and subject matter experts (SMEs) to ensure training content is accurate and aligned with organizational objectives.

Performance Evaluation

• Assess trainees performance through assessments, feedback, and on-the-job observations to ensure knowledge retention and skill application.
• Provide actionable feedback to participants and recommend interventions for those requiring additional support.

Process Compliance and Improvement

• Ensure all employees are trained to comply with standard operating procedures (SOPs) and regulatory requirements.
• Identify process inefficiencies during training sessions and propose improvements to enhance overall performance and customer satisfaction.

Reporting and Documentation

• Maintain accurate records of training activities, attendance, and assessment results.
• Prepare reports on training effectiveness, knowledge gaps, and skill development progress.

Collaboration and Stakeholder Management

• Partner with operations teams, quality analysts, and HR to ensure training aligns with business needs.
• Work with leadership to understand upcoming changes and proactively incorporate them into training programs.

Qualifications and Requirements

• Bachelors degree in Business Administration, Human Resources, or related field.
• Proven experience as a process trainer, preferably in a shared services or BPO environment.
• Strong understanding of shared services operations, including finance, HR, or other relevant domains.
• Excellent facilitation, presentation, and interpersonal skills.
• Proficient in training tools and platforms (e.g., MS Office, Learning Management Systems).
• Strong analytical skills and ability to translate complex processes into simple, actionable steps.
• Certification in Training and Development or related fields (e.g., Train the Trainer, Learning and Development certifications) is a plus.

Key Competencies

• Process Orientation
• Attention to Detail
• Strong Communication and Presentation Skills
• Adaptability and Resilience
• Stakeholder Management
• Continuous Improvement Mindset

Work Setup

• Location: On-site/Hybrid
• Shift: Flexible to support global time zones as required