Quality And Trainer

Position Overview

• Role: Process Trainer / Domain Trainer (Voice)
• Experience Required: 2 to 3 years as a Trainer in a BPO Voice Process
• Location: Chennai (On-site / Immediate Joiner preferred)
• Salary Range: Up to 4.0 LPA (Based on experience and current CTC)
• Language Proficiency: Fluent in English, Tamil, Malayalam and Telugu

Key Responsibilities

• New Hire Training (NHT): Conduct end-to-end onboarding and process training for new recruits, ensuring they meet the required benchmarks before nesting and production.
• Refresher & Upskilling Sessions: Identify performance gaps across existing batches and execute targeted refresher modules to improve quality and operational metrics.
• Content Delivery & Maintenance: Deliver training modules effectively, and periodically update training materials based on process updates or feedback from Quality and Operations.
• Nesting Support: Provide hand-holding support to new agents during their nesting phase, offering real-time feedback and coaching.
• Throughput & Certification: Meet target certification rates and training throughput timelines while maintaining high training quality.
• Reporting & Documentation: Maintain meticulous records of training attendance, assessments, scores, and individual feedback trackers.

Required Skills & Qualifications

• Domain Knowledge: Strong understanding of BPO metrics (e.g., AHT, FCR, CSAT, Quality Scores) and feedback mechanisms.
• Soft Skills: Excellent presentation, public speaking, and interpersonal skills. Must possess high patience and strong classroom management capabilities.
• Tools: Proficiency in MS Office (Excel, PowerPoint, Word) for creating presentations and tracking daily metrics.

Contact Person - Puneetha - HR Asst Manager

Contact Number - 9787212794