Process Trainer (US Health Care)

Requirements

Description and Requirements

Key Responsibilities:

• Deliver New Hire Training (NHT) for US healthcare voice process Health and Welfare domain
• Conduct regular refresher and upskilling training sessions based on process updates and quality gaps
• Collaborate with Quality and Operations teams to identify training needs
• Design, update, and maintain training content, SOPs, and job aids
• Monitor training effectiveness through assessments, mock calls, and certification processes
• Maintain training MIS and prepare weekly/monthly training performance reports
• Ensure compliance with HIPAA and other regulatory guidelines in all training content
• Support nesting and transition phases for new joiners to ensure seamless ramp-up
  
  
  

Additional Job Description

Must-Have Requirements:

• Minimum 1 years of experience as a Process Trainer in an International Voice Process Health and Welfare domain
• Strong knowledge of US healthcare benefits, insurance plans, and regulatory compliance
• Excellent presentation, facilitation, and communication skills
• Ability to manage end-to-end training cycles – from planning to execution and evaluation
• Proficiency in MS Office (Excel, PowerPoint, Word)
  
  
  

Preferred Skills:

• Prior experience in a BPO/KPO setup
• Exposure to virtual/remote training delivery tools
• Instructional design knowledge is a plus
• Training certifications (e.g., TTT, CPTM) are an added advantage
  
  
  

EEO Statement

At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS Digital is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.

Equal Opportunity Employer

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.