Process Trainer

Key Responsibilities:

• Conduct new hire induction and process training programs.

• Deliver product, process, communication, and softskills training.

• Prepare training materials, presentations, assessments, and certification modules.

• Identify knowledge gaps and conduct refresher training sessions.

• Monitor trainee performance during training and nesting periods.

• Coordinate with Operations, Quality, and Management teamsto address

performance concerns.

• Maintain training records, attendance reports, and performance trackers.

• Ensure adherence to process guidelines, compliance requirements, and quality

standards.

• Support process transitions and implementation of new updates or SOP changes.

• Drive continuouslearning initiatives and employee development programs.

Required Skills:

• Excellent verbal and written communication skills.

• Strong presentation and facilitation abilities.

• Experience in training delivery within an International BPO environment.

• Good understanding of Quality, KPIs, and operational metrics.

• Proficiency in Microsoft Office tools, especially Excel and PowerPoint.

• Ability to engage and motivate learnersin a classroom or virtual environment.

Eligibility Criteria:

• Graduate in any discipline.

• 2–8 years of experience as a Process Trainer in an International BPO.

• Experience in Voice, Sales, Customer Support, or Customer Success processes

preferred.

• Exposure to US processes and nightshifts will be an added advantage.

Key Performance Indicators(KPIs):

• Training Throughput

• Certification Pass Percentage

• Trainee Productivity and Performance

• Training Effectiveness Score

• New Hire Retention

• Quality Scores and Process Adherence

• Speed to Proficiency

Pay: ₹600,000.00 - ₹850,000.00 per year

Work Location: In person