Responsible for delivering effective training programs on Deal Operations workflows, including Order Creation, Order Fulfillment & 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 3-6 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.About Virtusa
About Virtusa
Teamwork, quality of life, professional and personal development: values that Virtusa is proud to embody. When you join us, you join a team of 27,000 people globally that cares about your growth -- one that seeks to provide you with exciting projects, opportunities and work with state of the art technologies throughout your career with us.
Great minds, great potential: it all comes together at Virtusa. We value collaboration and the team environment of our company, and seek to provide great minds with a dynamic place to nurture new ideas and foster excellence.
Virtusa was founded on principles of equal opportunity for all, and so does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.
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