Process Trainer|Customer Service|Policybazaar| Kochi

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 new hires during nesting and transition to operations.

Requirements

• Graduate in any discipline.
• 2–5 years of experience in customer service training/process training.
• Strong communication and presentation skills.
• Good 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.