Process Trainer

The Trainer role involves delivering training programs focused on process knowledge, customer handling, and performance improvement to ensure operational excellence and superior customer experience.

Key Responsibilities

Training Delivery

• Deliver, Develop and update training content for Process, and Customer Service.
• Create engaging training materials, assessments, presentations, and learning aids.
• Conduct new hire, refresher, and upskilling training programs.
• Facilitate interactive classroom and virtual sessions using varied learning methodologies.

Process Training

• Deliver training on business processes, products, compliance requirements, and operational procedures.
• Ensure trainees understand workflow, quality standards, and performance expectations.

Voice & Accent Coaching

• Improve pronunciation, voice modulation, fluency, accent neutralization, and language proficiency.
• Provide individual coaching to enhance communication effectiveness.

Performance Evaluation & Feedback

• Conduct knowledge assessments, mock calls, role plays, and evaluations.
• Provide constructive feedback and action plans for continuous improvement.

Quality & Performance Monitoring

• Monitor learner performance during nesting and production.
• Identify skill gaps and recommend targeted interventions.

Stakeholder Collaboration

• Partner with Operations, Quality, HR, and Leadership teams to align training initiatives with business objectives.

Reporting & Documentation

• Prepare training reports, attendance records, and performance dashboards.

Continuous Improvement

• Stay updated on industry trends, customer service best practices, learning technologies, and training methodologies.
• Continuously enhance training content and delivery effectiveness.

Key Skills & Qualifications

• Experience in Process/Product Training within BPO, Customer Service, or Contact Center environments.
• Excellent facilitation, coaching, presentation, and stakeholder management skills.
• Strong Voice & Accent, Communication, and Soft Skills expertise.
• Ability to analyze performance metrics and drive learning interventions.
• Proficiency in MS Office and Learning Management Systems (LMS).

Experience:

• Minimum 2yrs. proven experience as a Trainer in a customer service or BPO environment.

Education:

• Bachelors/ Masters degree (in any stream Excellent command of English with a neutral accent.

Other Criteria

• Exceptional communication and interpersonal skills. Strong understanding of phonetics, voice modulation techniques, and accent reduction methodologies.
• Ability to work effectively in a fast-paced and dynamic environment.
• Willing to work in any shift (Day/Mid/Night)
• Ready to travel to another location for training