Job Title:  Consultant | Customer Experience | Bengaluru Eco space | Customer Strategy & Design

Role Overview - The Training Facilitator – Product Support is responsible for designing, delivering, and continuously improving learning programs that equip frontline teams with the skills and knowledge required to meet performance, quality, and productivity benchmarks. This includes leading New Hire Training, product and process sessions, certification assessments, and ongoing upskilling initiatives. The Training Facilitator ensures that learning content stays aligned with evolving product and process updates while supporting trainees through their transition into production. Through a combination of effective facilitation, structured curriculum, and performance-focused interventions, the Training Facilitator plays a key role in building capability and enhancing operational readiness.

Key Responsibilities - The Training Facilitator delivers structured training programs, maintains certification readiness, manages content quality, and partners with operations to address performance gaps. They ensure that learning interventions are effective, standardized, and aligned to business needs.

Training Delivery

• Conduct New Hire Training (NHT), product and process training, and enhancement sessions
• Deliver training aligned to defined curriculum, standards, and learning objectives

Certification & Readiness

• Assess trainee performance against certification criteria
• Ensure trainee readiness for production
• Support trainees during the nesting phase through coaching and monitoring

Content & Program Management

• Maintain, update, and refine training materials regularly
• Align training programs with ongoing product and process enhancements
• Collaborate with stakeholders to develop and improve curriculum

Performance Support

• Work closely with operations to identify performance gaps
• Conduct refresher and targeted training interventions to address skill gaps

Expectations from the Individual

• Drive high training effectiveness and strong certification success rates
• Ensure smooth, confident transition from training environments to production
• Continuously enhance training content, delivery methods, and learning outcomes

Required Qualifications

• 3–6 years of experience in training roles
• Experience in product support or customer support environments

Skills Required (Tabular Format)

Skill Category

Skills Included

Functional Skills

• Training delivery and facilitation

• Curriculum development

Communication Skills

• Strong presentation and facilitation skills

• Versant B2+ / C1 preferred

Analytical Skills

• Training effectiveness measurement

Behavioral & Cultural Fit

• Strong engagement and facilitation capability

• Ability to simplify complex concepts

• Continuous learning mindset

• Adaptability to evolving requirements