01Overview
Process Trainer Customer Service | Policybazaar | Kochi
Job Description
Position: Process Trainer Customer Service
Company: Policybazaar
Location: Kochi, Kerala
Key Responsibilities
Conduct training and induction programs for new joiners in the customer service process.
Deliver process, product, system, and customer handling training.
Conduct refresher training and coaching sessions based on business requirements.
Identify training gaps through performance analysis and feedback.
Prepare and maintain training modules, presentations, assessments, and learning materials.
Conduct assessments, mock calls, role plays, and knowledge checks.
Work closely with Operations, Quality, and HR teams to improve employee performance.
Track training effectiveness and provide regular reports to management.
Ensure employees understand customer service standards, processes, policies, and compliance requirements.
Support recent hires during nesting and transition to operations.
Requirements
Graduate in any discipline.
25 years of experience in customer service training/process training.
Solid communication and presentation skills.
Valuable knowledge of customer service processes and quality parameters.
Ability to handle classroom and virtual training sessions.
Strong analytical, coaching, and interpersonal skills.
Experience in BFSI/insurance or a similar customer-facing industry will be an added advantage. .
