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SMFG INDIA CREDIT COMPANY
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Process Trainer Contact Center (Email & Voice)

Process Trainer Contact Center (Email & Voice)

SMFG INDIA CREDIT COMPANY

1 - 5 years

3 - 7 Lacs

chennai

Posted:14 hours ago| Platform:

Apply

Skills Required

training chat voice

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Title: Process Trainer Contact Center (Email & Voice)

Location:

Compensation:

Key Responsibilities:

Deliver new hire induction, process training, soft skills (empathy, active listening), and systems training (CRM, telephony, ticketing).
Create role-specific modules for voice and email: call handling, de-escalation, AHT management, case notes, response writing, grammar, tone frameworks, and templates.
Conduct refresher trainings, mock calls/chats/emails, role plays, and assessments.
Partner with QA and Ops teams to translate audit insights into targeted training/coaching plans.
Track trainee performance and certify readiness post training.
Publish training dashboards and insights on CSAT, FCR, AHT, Quality scores, Email Accuracy, Reopen rates, Escalation rate.

Mandatory Requirement:

Candidate must be fluent in
English
and at least
two South Indian languages
(Tamil, Telugu, Kannada, or Malayalam).

Candidates must be currently employed
(not unemployed).

Qualifications & Experience:

Bachelor’s degree preferred.
2–5 years of experience in contact center training (voice & email), preferably in BFSI.
Prior experience as QA/Trainer/Lead with measurable impact on CSAT/AHT/Quality/Compliance.
Certifications in Instructional Design, Train-the-Trainer, or Communication are a plus.

Behavioral Competencies:

Customer-first mindset, empathy, and professionalism.
Strong facilitation and coaching skills.
Data-driven approach with adaptability to dynamic operational needs.

Work Conditions:

Day shift with potential weekend coverage.

Interested candidates kindly share your profile to:

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