Senior Analyst - Process Trainer

About the Role

We are looking for a motivated and skilled Process Trainer to enhance our team's capabilities by developing and delivering comprehensive training programs for agents. This position focuses on empowering agents with the knowledge and skills required to excel in customer service roles within a dynamic and fast-moving operational environment.

Key Responsibilities

• Conduct training sessions covering system operations, customer service techniques, company policies, and procedural guidelines.
• Organize continuous learning initiatives such as refresher courses and targeted workshops to improve overall performance.
• Create and regularly update training resources, including manuals, slide decks, job aids, and digital learning modules.
• Evaluate the effectiveness of training programs through assessments, performance data analysis, and participant feedback to suggest enhancements.
• Collaborate closely with the Operations team to identify areas needing improvement and implement specific coaching strategies.
• Provide on-floor assistance and monitoring during agent onboarding and practice periods to ensure smooth adaptation.
• Maintain detailed training documentation and reports while keeping abreast of new product developments and industry trends.
• Support quality assurance activities by ensuring training content aligns with performance standards and compliance requirements.

Required Qualifications and Skills

• Strong communication and presentation skills with the ability to engage diverse learner groups.
• Adaptable training techniques suited to varied learning preferences.
• Proficiency in customer operations platforms, CRM tools, and operational systems.
• Experience with auditing customer service interactions is an advantage.

Additional Criteria and Work Conditions

• Applicants must currently hold the Senior Analyst title within the organization.
• At least 18 months tenure in the current position or compliant with internal job posting (IJP) policies.
• Consistent achievement of key performance indicators and quality measures is required.
• A minimum of two years’ experience in customer operations is essential, with peer coaching experience being highly beneficial.
• Availability to work flexible shifts, including a 24/7 work model.