Process Trainer (Inbound US Process)

About the Role: We are seeking an experienced Process Trainer Inbound US Process to deliver training excellence and drive performance in our international voice operations.

Key Responsibilities (KRA)

• Conduct new hire and refresher training for inbound US process teams
• Ensure smooth transition from training to production
• Collaborate with operations and quality teams for performance improvement
• Drive employee engagement and skill development

Key Performance Indicators (KPI)

• Training Effectiveness Posttraining assessment scores above 85%
• Attrition Control Training batch attrition kept under 10%
• Shrinkage Management Maintain shrinkage at 25% or lower
• AHT (Average Handle Time) Ensure trainees achieve 5.5 minutes AHT
• CSAT (Customer Satisfaction) Maintain 85%+ scores posttraining
• FCR (First Call Resolution) Achieve 75%+ resolution in first contact
• SLA Compliance 80% calls answered within 20 seconds

Requirements

• Minimum 1 year experience as a Process Trainer in International Voice Process
• Strong communication, facilitation, and coaching skills
• Ability to manage training batches and performance metrics
• Immediate joiners preferred

Why Join Us?

Competitive salary incentives Career growth in international BPO training Exposure to US process operations Dynamic work culture

Apply Now Contact HR Sam Directly

• Call/WhatsApp: 9021641531 / 8169024278
• Email: [email protected] | [email protected]

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