Trainer

Role Overview

We are seeking a skilled Process Trainer for BPO operations to deliver comprehensive training for new hires and existing employees across voice, non-voice, email, and chat support processes. The trainer will develop and conduct sessions to enhance process knowledge, product updates, SOP adherence, customer service excellence, and compliance.

Key Responsibilities

• Conduct new employee induction and process-specific training for various communication channels.
• Design training modules and execute sessions covering process details, product information, standard operating procedures, customer service techniques, and regulatory compliance.
• Evaluate trainee progress using mock interactions, quizzes, role plays, and formal assessments.
• Deliver communication skills, soft skills, and customer handling workshops to raise service quality standards.
• Identify training requirements by analyzing quality metrics, performance reports, and business needs.
• Refresh and update current staff on process improvements, quality expectations, and operational changes.
• Collaborate with Operations, Quality, and HR teams to ensure smooth trainee onboarding and production readiness.
• Maintain comprehensive records including attendance, assessment results, and batch performance dashboards.
• Monitor nesting phase trainee performance providing coaching to boost quality and productivity.
• Offer constructive feedback and one-on-one coaching to enhance employee capabilities.
• Ensure compliance with client guidelines, quality standards, and training service level agreements (SLAs).
• Create and regularly update training materials, presentations, assessments, and documentation.
• Support knowledge management by keeping training resources current.
• Track training success through post-training evaluations, quality scores, and employee production outcomes.
• Drive continuous improvements in training delivery and overall operational effectiveness.

Languages Required

Proficiency in Hindi, English, and Kannada is necessary for effective training delivery.

Contact Information

HR Contact: Rohit Sharma
Phone: +91 9806376845