Process Trainer

Role & responsibilities

• Conduct induction and product training for new hires.
• Deliver soft skills training on communication, customer service, and call handling.
• Organize refresher sessions and coaching based on quality and performance feedback.
• Develop and update training materials, presentations, and assessments.
• Work closely with Operations and Quality teams to address training needs.
• Evaluate trainee performance through assessments and maintain training records.
• Track training effectiveness and prepare basic training reports.

Preferred candidate profile

• Strong communication and presentation skills.
• Good knowledge of customer service and call handling techniques.
• Understanding of call center KPIs such as AHT, CSAT, FCR, and QA scores.
• Ability to conduct engaging training sessions.
• Proficiency in MS PowerPoint, Excel, and training content preparation.

Qualifications:-

• Bachelor's degree in any discipline.
• 2 to 5 years of experience in a call center, including at least 1 year in a training role.
• Experience in product/process training and soft skills coaching.
• Prior experience in a BPO/KPO environment is preferred.
• Certification in Training & Development or Soft Skills Coaching is an added advantage.