Dbs Mintek

Key Responsibilities: Deliver new hire (induction) training and process training for domestic voice process. Conduct refresher training sessions to upskill existing agents based on performance gaps. Ensure that trainees meet the minimum proficiency level before moving to operations. Create, update, and maintain training modules, SOPs, scripts , and assessments. Use role-plays, mock calls, and simulations to reinforce learning. Monitor and evaluate training effectiveness and knowledge retention . Provide feedback to agents and team leads based on observations during floor support. Collaborate with QA and Ops teams to identify skill gaps and implement corrective training plans. Maintain detailed training records and prepare training reports and dashboards . Support during process migrations or rollouts of new campaigns/products. Requirements: Experience: 3 years as a process trainer or senior agent in a voice-based BPO (domestic). Education: Graduate in any discipline (preferred). Languages: Proficient in Hindi and English (regional language knowledge is a plus). Strong presentation, communication, and interpersonal skills. Good command over MS Office tools (Word, Excel, PowerPoint). Flexibility to work in rotational shifts if required. Preferred Qualities: Passion for teaching and mentoring. Ability to manage and engage a large batch. Patience, adaptability, and strong listening skills. Prior experience with telecom, DTH, BFSI, or government-based domestic projects is a plus.