US Agent Trainer - Night Shift

We are looking for an experienced and dedicated US Agent Trainer to manage end-to-end training, agent coaching, call evaluations, and continuous performance improvement for our US-based agents.

The ideal candidate will have experience in a call center, BPO, or customer service environment, with strong English communication skills and the ability to train, evaluate, and coach agents to achieve high standards of call quality, compliance, and operational performance.

Key Responsibilities

• Conduct end-to-end virtual onboarding and training for new US-based agents through Google Meet.

• Train agents on call handling procedures, scripts, client requirements, intake processes, objection handling, compliance, and customer service standards.

• Conduct role-plays, mock calls, knowledge assessments, and practical exercises to evaluate trainee readiness.

• Evaluate agent calls to identify performance gaps, recurring errors, compliance issues, and areas for improvement.

• Conduct one-on-one coaching sessions and refresher training based on call evaluations and QA feedback.

• Develop individual improvement plans and monitor agent progress.

• Prepare and update training presentations, scripts, reference guides, and assessment materials.

• Collaborate with Operations and Quality Assurance (QA) teams to improve call quality and agent performance.

• Maintain training records, attendance, assessment results, coaching logs, and performance reports.

• Provide regular updates on trainee readiness, training effectiveness, and recurring performance gaps.

• Candidate Requirements

• Minimum 1.5 years of professional training experience in a call center, BPO, or customer service environment.

• Bachelor's degree or graduation in any academic discipline.

• Excellent spoken and written English communication skills suitable for training US-based agents.

• Experience conducting virtual training sessions using Google Meet or similar platforms.

• Strong understanding of call handling, call evaluations, agent coaching, and performance improvement.

• Excellent presentation, analytical, organizational, and interpersonal skills.

• Ability to provide constructive feedback and manage multiple training priorities.

We are an equal opportunity employer and offer above-market remuneration packages along with attractive benefits.

Job Type: Full-time

Pay: Rs120,000.00 - Rs150,000.00 per month

Ability to commute/relocate:

• Karachi: Reliably commute or planning to relocate before starting work (Preferred)

Experience:

• Training: 1 year (Required)

Language:

• English (Required)

Work Location: In person