Trainer - Deal Ops

Deal Ops Trainer

Role Objective

Responsible for delivering effective training programs on Deal Operations workflows, including Order Creation, Order Fulfilment Renewals, and Quality Assurance (QA). The trainer ensures that new hires and existing employees are equipped with the right knowledge, process skills, and compliance awareness to deliver high-quality outcomes. The role includes developing training content, facilitating learning sessions, conducting refreshers based on Training Need Identification (TNI), and measuring training effectiveness.

Key Responsibilities

Training Delivery

Conduct new hire training (induction, tools, and process knowledge).

Facilitate refresher sessions based on TNI inputs from QA and Operations teams.

Deliver calibration & alignment workshops for auditors and operations.

Conduct train-the-trainer (TTT) sessions for SMEs/peer mentors.

Content Development & Maintenance

Prepare and update training modules, SOPs, PKTs, and Knowledge Base documentation.

Design quizzes, flyers, case studies, and practice sets for engaging learning.

Ensure training content is aligned with the latest Google product and policy updates.

Training Effectiveness & Governance

Conduct pre- and post-training assessments to measure knowledge retention.

Track training effectiveness metrics (accuracy improvement, FPY, error reduction).

Collaborate with QA to close the feedback loop and improve content.

Maintain training records and dashboards for governance reporting.

Stakeholder Collaboration

Work closely with QA Leads, Ops Managers, and SMEs to identify training gaps.

Partner with L&D and Google stakeholders for content alignment and process updates.

Share feedback and insights from trainees to improve delivery and workflows.

Skills & Qualifications

Graduate (any discipline) with 3 to 6 years of experience in training L D in a BPO/KPO setup.

Experience in deal desk, order management, QA, or Google workflows preferred.

Certification in training facilitation instructional design is an added advantage.

Excellent communication, facilitation, and stakeholder management skills

Proficiency in tools like MS Office, LMS platforms, and Google Workspace.

Ability to work in18x7 rotation shifts