FUSION CX LIMITED

Role & responsibilities Conduct new hire training (NHT) and refresher sessions for employees. Develop and update process training materials based on client requirements. Facilitate mock calls, role-playing exercises, and real-time coaching to enhance agent performance. Monitor quality metrics and provide feedback to improve efficiency. Collaborate with operations and quality teams to identify training needs. Ensure compliance with industry regulations and company policies. Maintain training records and assess the effectiveness of training programs. Preferred candidate profile 4-7 years of experience as a Process Trainer in a BPO setup. Strong communication and presentation skills. Ability to analyze performance gaps and implement training solutions. Familiarity with call center operations, CRM tools, and customer service best practices. Bachelor's degree in Business, Communication, or a related field (preferred). Willingness to work in rotational shifts, including night shifts.