Process Trainer (BPO)

About The Opportunity

• Design and deliver instructor-led and blended training programs for new hires and ongoing upskilling, ensuring consistent on-floor readiness.
• Create, update and convert SOPs, facilitator guides, job aids and assessments into classroom and e-learning formats.
• Conduct call monitoring, floor coaching and one-on-one remediation sessions to address KPI gaps and improve agent performance.
• Implement evaluation frameworks including pre/post assessments, scorecards and training-impact analysis to measure learning outcomes.
• Collaborate with Quality, Operations and HR to align training schedules with SLAs, service launches and workforce planning.
• Manage LMS enrolments, maintain training records, run certification workflows and ensure compliance with mandated trainings.
  

Skills & Qualifications

• Proven experience as a Process Trainer or Call Centre Trainer within a BPO environment, delivering onsite classroom and floor coaching.
• Strong expertise in training delivery and instructional design for voice and non-voice processes.
• Hands-on experience administering a Learning Management System and developing e-learning content using Articulate Storyline or equivalent tools.
• Working knowledge of call centre quality assurance frameworks and core metrics (AHT, FCR, CSAT) with ability to link training to KPI improvements.
• Comfortable producing reports and dashboards to track learning outcomes and agent performance.
• Availability for onsite shift patterns and the flexibility to support multiple batches and operational changes.
  

Preferred

• Formal training certification (e.g., Train-the-Trainer, ATD) or similar L&D credential.
• Experience with performance analytics tools (Power BI, Tableau) to quantify training impact.
• Prior exposure to voice & accent training and soft-skills coaching for customer-facing teams.
  

• High-growth, learning-first environment with clear L&D career pathways and on-the-job mentorship.
• Structured onsite role with regular training calendars, performance incentives and opportunity to own cross-functional initiatives.
• Collaborative operations and quality teams focused on measurable improvement and employee development.