Process Trainer (BPO)

Industry & Sector

A fast-paced Business Process Outsourcing (BPO) and Contact Center environment delivering customer support, back?office processing, and voice/non?voice services for global clients. We focus on process excellence, SLA adherence, and continuous performance improvement.

Primary Title:

BPO Process Trainer (On?site) Location: India

About The Opportunity

We are hiring a proactive Process Trainer to design and deliver high-impact training for new hires and ongoing upskilling programs across voice and non?voice processes. You will own curriculum delivery, standard operating procedure (SOP) rollout, competency assessments, and frontline coaching to drive quality and productivity across service lines.

Role & Responsibilities

• Design and deliver instructor-led and virtual classroom training for onboarding, refresher programs, and process rollouts aligned to client SLAs.
• Create and maintain training materialsSOPs, job aids, e?learning modules, quizzes, and assessmentsusing authoring tools and the LMS.
• Conduct training needs analysis and map competency gaps to tailored learning interventions and coaching plans.
• Partner with Quality and Operations to translate QA findings into targeted coaching and measurable performance improvements.
• Facilitate call monitoring calibration sessions and maintain training metrics: attendance, assessment scores, time?to?competency, and pass rates.
• Champion continuous improvement by updating curriculum for process changes, new product launches, and client escalations.
  

Skills & Qualifications

Must?Have

• Proven experience delivering training in a BPO or contact center environment
• Hands?on experience with Learning Management Systems (LMS) for course deployment and tracking
• Proficiency in e?learning authoring toolsArticulate Storyline or Adobe Captivate
• Strong presentation and course material development using Microsoft PowerPoint
• Familiarity with call recording/quality tools (e.g., Calabrio, NICE, or Verint) and QA frameworks
• Exposure to CRM platforms (e.g., Salesforce, Zendesk) and process documentation best practices
  

Preferred

• Instructional design experience or certification (ID, ADDIE, or equivalent)
• Train?the?Trainer certification or demonstrable facilitation credentials
• Experience with virtual classroom tools (Zoom, Microsoft Teams) and blended learning delivery
  

Benefits & Culture Highlights

• On?site role with structured career paths into Learning & Development or Quality functions
• Exposure to multiple client processes and opportunities to lead process improvement initiatives
• Collaborative, metrics?driven culture focused on coaching, recognition, and continuous learning
  

To apply, bring a track record of measurable training outcomes, strong instructional capability, and a service?oriented mindset. This role is ideal for trainers who thrive in high?volume BPO operations and are passionate about turning learning into measurable performance gains.
Skills: microsoft powerpoint,salesforce,articulate storyline,communication,operations,bpo