Trainer

Role & responsibilities

A BPO Insurance Trainer is responsible for developing and delivering training on insurance products, processes, and compliance for voice process agents. Key duties include conducting new hire and refresher training, creating materials, assessing performance, and ensuring trainees meet quality and compliance standards, such as those set by the IRDAI. This role requires strong communication, presentation skills, and a solid understanding of insurance and BPO sales or customer service. Responsibilities

• Training Delivery: Conducts new hire training (NHT) and refresher sessions for existing staff on insurance product knowledge, sales scripts, objection handling, and process-specific skills.
• Content Development: Creates and updates training materials, including presentations, manuals, SOPs, and e-learning modules, to align with business goals and client requirements.
• Performance Assessment: Evaluates trainee performance through assessments, mock calls, and quizzes to identify skill gaps and provide targeted coaching.
• Compliance and Quality: Ensures all training adheres to regulatory guidelines (e.g., IRDAI rules) and company quality standards for customer interactions and data protection.
• Performance Tracking: Monitors training progress, maintains records, and generates reports for management and stakeholders to track effectiveness and compliance.
• Collaboration: Works with operations, quality teams, and client representatives to gather feedback, improve training programs, and stay updated on process or product changes.
• Post-Training Support: Provides ongoing support and mentorship to ensure trainees can apply their knowledge and meet performance metrics.

Preferred candidate profile

Trainer