About the Job We are seeking a Process Trainer to conduct Process training and language training for new hires based on the roadmaps defined. The ideal candidate will also carry out floor support interventions. As Process Trainer, You Will Deliver sessions for new hires, tenured employees, and cross-functional teams Support production associates on a real time basis Monitor voice and digital interactions live and provide timely responses that defuse customer dissatisfaction Work with associates in Academy Bay Evaluate customer and associate interactions on the stipulated Evaluation form and score the associates basis their performance on soft skills and resolution (If need be) Study top performers customer interactions and disseminate best practices across the