Job Description
Job Title: Process & Product Trainer (SaaS/BPO)
NIGHT Shifts ONLY
Summary:
We are seeking a dynamic and detail-oriented Process & Product Trainer with experience in SaaS and BPO environments to lead the development and delivery of training programs. This role is crucial in equipping new hires and existing team members with the knowledge and skills to effectively use our SaaS products and adhere to operational processes. The ideal candidate has a strong background in training delivery, process documentation, and product knowledge transfer within a fast-paced support or customer experience setup.
Roles & Responsibilities:
Training Delivery: Facilitate engaging and informative product and process training sessions for new hires and tenured employees across support, sales, or operations teams.
Curriculum Development: Design, update, and maintain training materials including presentations, manuals, SOPs, and e-learning modules in line with SaaS product updates and BPO process changes.
Cross-functional Collaboration: Work closely with Product, Operations, Quality, and Support teams to stay aligned on feature releases, process improvements, and customer feedback loops.
Assessment & Certification: Evaluate learner performance through tests, practical assessments, and certifications; ensure knowledge retention and training effectiveness.
Onboarding: Lead comprehensive onboarding programs tailored for SaaS platforms and customer support environments.
Knowledge Management: Maintain up-to-date internal knowledge bases, training libraries, and FAQs for easy access and learning.
Feedback & Improvement: Collect training feedback and make data-driven improvements to the curriculum and delivery methods.
Process Audits & Coaching: Conduct floor support, side-by-side coaching, and post-training audits to reinforce learning and correct process deviations.
Qualifications:
· Bachelor’s degree in any discipline
· 6 plus years of experience in a training role within a SaaS or BPO organization.
· Proven ability to train on SaaS products (e.g., CRM, CX platforms, internal tools) and customer service processes.
· Strong understanding of BPO metrics, workflows, and SLAs.
· Exceptional presentation, communication, and facilitation skills.
· Proficiency with tools like Google Workspace, MS Office, and Learning Management Systems (LMS); familiarity with platforms like Zendesk, Salesforce, or HubSpot is a plus.
Preferred Skills:
· Experience delivering remote/virtual training via Zoom, Google Meet, or Microsoft Teams.
· Ability to break down complex product features into easy-to-understand modules.
· Strong analytical and organizational skills with a keen eye for detail.
· Certification in training methodologies (e.g., Train-the-Trainer, Instructional Design) is an advantage
NIGHT Shifts ONLY
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