Walk-in || Trainer

Roles & Responsibilities Process Trainer (BPO Operations)

The Process Trainer – BPO Operations will be responsible for delivering effective process and product training to new hires and existing employees, ensuring they are equipped with the required knowledge, skills, and behavioral competencies to meet business and customer-service expectations.

Key Responsibilities:

• Conduct new-hire training, refresher training, upskilling, and process-specific training as per business requirements.
• Deliver training on process knowledge, SOPs, product/service information, systems, tools, policies, and customer-handling techniques.
• Develop and maintain training modules, presentations, process guides, assessments, and learning materials in coordination with Operations, Quality, and SMEs.
• Conduct knowledge checks, assessments, role plays, mock calls, and certification tests to evaluate learner understanding.
• Monitor trainee performance during training and nesting and provide individualized coaching and feedback.
• Identify knowledge gaps through assessments, QA reports, customer feedback, and operational performance data, and implement appropriate training interventions.
• Conduct refresher and remedial training for existing employees based on performance trends and process changes.
• Coordinate with Operations, Quality, WFM, and HR teams to ensure smooth training and transition of new batches.
• Track and maintain training records, attendance, assessment scores, certification status, and training effectiveness reports.
• Support the Nesting/Transition process by providing floor support and resolving process-related queries.
• Ensure all training content is updated according to the latest SOPs, client guidelines, compliance requirements, and process changes.
• Conduct regular TNI (Training Need Identification) exercises to identify individual and team-level development requirements.
• Analyze training effectiveness through Trainee Performance, Quality, Productivity, CSAT, and other relevant KPIs.
• Maintain a professional and engaging learning environment that encourages participation and knowledge retention.
• Continuously improve training methodologies and introduce practical learning techniques to enhance employee readiness and business performance.