BPO Process Trainer

Role overview

This position is for an Inbound Voice BPO trainer who will build the skills of customer service representatives handling incoming calls. The job is centered on strengthening product understanding, communication ability, process compliance, and overall customer experience outcomes.

Key responsibilities

• Train agents on how to manage calls, deliver customer service, and apply soft skills effectively.
• Run induction sessions for new joiners and deliver process-based training.
• Share updates on products, systems, and policies as they change.
• Track trainee performance through tests, assessments, and mock call exercises.
• Spot learning gaps and arrange refresher sessions where needed.
• Work closely with Quality and Operations teams to improve team performance.
• Maintain training documentation, attendance logs, and performance trackers.
• Coach agents on key operational measures such as CSAT, FCR, and AHT.

Skills and requirements

The role calls for strong English communication skills in both speaking and writing, along with the ability to present information clearly and facilitate group learning. A good understanding of inbound customer support operations is important, as is the ability to coach, mentor, and give constructive feedback. Familiarity with MS Office and Learning Management Systems will be useful, along with a working knowledge of quality and performance metrics.

Qualifications and eligibility

Applicants should be graduates or undergraduates from any stream. Candidates must have experience in an inbound voice process, and prior exposure as a Team Leader, Subject Matter Expert, or Trainer is often preferred. Familiarity with customer service and call center operations is also expected.

Compensation

The role offers a monthly stipend/salary in the range of INR 20,000 to 26,000.