BPO Trainer

Key Responsibilities

• Training Delivery: Facilitate new hire onboarding, product updates, and soft skills workshops.
• Curriculum Updates: Modify training decks, process guides, and standard operating procedures (SOPs) based on client updates.
• Performance Assessment: Run quizzes, mock calls, and knowledge certifications to gauge readiness.
• Needs Analysis: Partner with Quality Assurance (QA) and Operations to spot performance gaps and run refresher courses.
• Administrative Tracking: Report daily attendance, scores, and training progress dashboards to management.

Qualifications

• Experience: 6 months - 1 year experience as Trainer in Contact Service, Subject Matter Expert (SME), or top-performing agent/coach.
• Education: College graduate
• Skills: Clear spoken communication, public speaking, active listening, and basic data reporting.