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Job Description

Job Title: Process Trainer (Data Verification)
 

Job Summary

We are seeking a dynamic and expert Process Trainer to design, develop, and deliver comprehensive training programs for our Data Verification Analyst team. This role is critical to ensuring that our analysts possess the necessary knowledge, skills, and understanding of standard operating procedures (SOPs) to perform their roles with exceptional accuracy, efficiency, and data integrity.

The ideal candidate is a subject matter expert in data verification processes, an outstanding communicator, and passionate about coaching and developing talent. You will be responsible for the entire training lifecycle, from onboarding new hires to upskilling tenured staff, ultimately driving team performance and quality.

Key Responsibilities

Training Delivery & Facilitation

• New Hire Onboarding: Conduct and manage the end-to-end new hire training "bootcamp," covering process knowledge, system navigation, and quality standards.
• "Nesting" / OJT: Oversee the On-the-Job Training (OJT) or "nesting" phase, providing hands-on support, query resolution, and feedback as new analysts begin handling live data.
• Refresher & Update Training: Design and deliver targeted refresher training based on process changes, client updates, or identified quality trends.
• SME Support: Act as the primary Process Subject Matter Expert (SME) for the team, handling complex queries and serving as an escalation point for the Quality/Audit team.

Content Development & Management

• Create Materials: Develop and maintain a full suite of training materials, including training modules, presentations, Standard Operating Procedures (SOPs), quick-reference guides, and knowledge-base articles.
• Version Control: Ensure all training documentation and process maps are accurate, up-to-date, and clearly version controlled.
• Learning Tools: Create assessments, quizzes, and practical exercises to measure comprehension and knowledge retention.

Performance Analysis & Collaboration

• Training Needs Analysis (TNA): Proactively identify training needs and knowledge gaps by collaborating closely with the Quality/Audit team and Operations Managers.
• Performance Tracking: Track and report on trainee performance, including assessment scores, nesting-phase quality, and ramp-up to productivity.
• Error Analysis: Analyse quality reports and Root Cause Analysis (RCA) data from the audit team to identify training opportunities and address common error types.
• Process Knowledge Tests (PKTs): Develop and administer regular Process Knowledge Tests (PKTs) to validate the team's ongoing process understanding.

Stakeholder & Client Management

• Feedback Loops: Facilitate calibration sessions between the operations and quality teams to ensure consistent understanding of process standards.
• Stakeholder Alignment: Liaise with internal stakeholders (Operations, Quality, IT) to communicate process changes and training plans.
• Client Interaction: Support the management team by joining client calls as needed to discuss training, process updates, and knowledge transfer plans.

Qualifications & Skills

Required:

• Experience: 3-5+ years of experience in a fast-paced operational environment, with at least 1-2 years in a Process Trainer, SME, or Senior Quality Analyst role.
• Process Expertise: Expert-level knowledge of data verification, data processing, or a similar detail-oriented operational process.
• Communication: Exceptional facilitation, presentation, and communication skills, with the ability to explain complex processes in a simple, clear, and engaging manner.
• Problem-Solving: Strong analytical and problem-solving skills, with a proven ability to analyse quality data and identify root causes.
• Coaching: Demonstrable ability to provide constructive, actionable feedback and coach employees for performance.
• Technical Skills: High proficiency in Microsoft Office Suite (PowerPoint, Word, Excel) and AI tools.

Preferred:

• Bachelor's degree in a related field.
• Formal "Train the Trainer" certification.
• Experience with instructional design principles (e.g., ADDIE model).
• Experience using a Learning Management System (LMS).
• Experience in a BPO or shared services environment.
• Experience in using the basic AI Tools, JIRA, Document Review applications i.e. 4IG, Canopy, E-Discovery, Relativity