Process Trainer

Location: Hyderabad
Department: External Teams

The Trainer position is primarily responsible for Training delivery, content creation and conducting training to increase operational efficiencies. Taking care of our accounts requires quick action, customer service and relationship building paired with the ability to enhance knowledge in the account. The Trainer should be able to work in a fast paced environment with quick adaptability to change.

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.