Job
Description
Job Title: Process Trainer
Experience: Minimum 1 year of relevant training experience ( 1 yr on paper tariner )
Industry: BPO / ITES / Customer Support
Work Mode: Work From Office (WFO)
Key Responsibilities:
Conduct classroom training, process training, communication skills training, and customer service training for new hires and existing employees.
Deliver On-the-Job Training (OJT), nesting support, and refresher training sessions.
Conduct Training Need Identification (TNI) and Training Need Analysis (TNA) to identify skill and knowledge gaps.
Develop and deliver training materials, presentations, training modules, and assessments.
Monitor trainee performance through assessments, mock calls, role-plays, and practical evaluations.
Track training effectiveness, trainee progress, attendance, and certification results.
Provide constructive feedback, coaching, and action plans to improve employee performance.
Coordinate with Operations, Quality Assurance (QA), and Team Leaders to identify performance gaps and training requirements.
Ensure adherence to process guidelines, SOPs, quality standards, and customer service expectations.
Maintain training MIS, batch reports, assessment scores, and other relevant training documentation.
Required Skills and Qualifications:
Minimum 1 year of hands-on training experience, preferably in a BPO/ITES environment.
Prior experience in international voice or semi-voice support is highly preferred.
Good understanding of TNI, TNA, OJT, classroom training, nesting, and refresher training.
Strong verbal and written communication skills.
Good presentation, facilitation, and classroom management skills.
Ability to coach, mentor, and engage trainees effectively.
Understanding of customer service fundamentals, call handling, quality parameters, and process compliance.
Proficiency in MS PowerPoint, Excel, Word, and training documentation.
Strong analytical, interpersonal, and problem-solving skills.
Willingness to work from the office and accommodate night shifts.
Comfortable working 5 days a week with 2 days off.
Preferred Candidate Profile:
Candidates currently working as Process Trainers, Voice Trainers, Customer Service Trainers, or BPO Trainers.
Experience handling new-hire training, process transitions, OJT, nesting, and refresher batches.
Exposure to international customer support processes and quality improvement initiatives.
Candidates who can demonstrate measurable improvements in trainee performance, quality scores, or process readiness.
Shifts : Rotational Shifts
Work Schedule: 5 Days Working | 2 Rotational Offs
Ctc- 7Lpa
Immediate Joiners Required
Interested and Immediate joiners contact 9100969467- Suma HR
