*about the role*
the trainer - us banking process is a frontline learning delivery role embedded within the fsl banking cc training operations team. This role is responsible for delivering structured, high-quality training across the full new hire lifecycle — from pre-process training (ppt) through client process training (prt) and abay / on-the job training (ojt) ensuring every agent is thoroughly prepared before going live in a us banking queue.
*key responsibilities*
- deliver the standard 5-day pre-process training (ppt) module for all new hire batches, covering company induction, us banking fundamentals, voice & accent (vna), systems orientation, and the ppt end assessment.
- facilitate client process training (prt) for assigned queues (duration 2-22 days depending on queue complexity), covering queue-specific sops, product knowledge, system navigation, and scenario-based role-play.
- support agents through the 3-week abay / ojt phase — including live call facilitation, daily coaching debriefs, structured feedback, and performance tracking through to certification.
- administer prt assessments (30 questions from a 50-question pool, 85% pass threshold, maximum 2 attempts) and maintain accurate scoring and certification records.
- conduct abay quality audits as necessary, ensuring a minimum 85% quality threshold per audit.
*qualifications*
- maintain personal trainer accreditation in line with the fsl and the client trainer evaluation framework —targeting a score of 2.5+ (t3) through to 3.0+ (tenured t4) as applicable to tier.
- record and upload at least one complete module recording per class to the designated client shared folder for quality review and evaluation.
- actively participate in train-the-trainer (ttt) sessions, co-delivery sessions with t4 trainers, and team calibration exercises.
- contribute to a culture of continuous improvement
- 2-5 years of experience in training delivery within a bpo or contact centre environment, with at least 1 year in a us banking or bfsi process.
- demonstrated experience delivering new hire training end-to-end — including ppt, process training, and ojt/nesting facilitation — within a structured certification framework.
- hands-on experience conducting quality audits and providing structured coaching feedback to agents in a classroom or floor setting.
- familiarity with us banking products such as prepaid cards, demand deposit accounts, baas platforms, or dispute management is a strong advantage.
- experience facilitating voice & accent (vna) or communication skills modules for us customer-facing roles is desirable.
- graduate degree in any discipline. A certification in training & development, l&d, or a related field is an advantage but not mandatory.
*shift*
- flexible us shift timings - 8 am - 8 pm est
pay: $20,000.00 - $23,000.00 per month
work location: in person