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IntouchCX
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Process Trainer

Process Trainer

Name: Jobpe
Address: T-Hub, Plot No 1/C, Sy No 83/1, Raidurgam panmaktha, Knowledge City Rd, Hyderabad, Telangana, 500081, IN
Telephone: +91-83339-09630
Price range: Free

IntouchCX

1 - 5 years

4 - 5 Lacs

Hyderabad

Posted:1 week ago

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Job Description

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Process Trainer

The ideal candidate should have a strong understanding of training methodologies, Training Need Identification (TNI), Training Need Analysis (TNA), classroom training, On-the-Job Training (OJT), and employee performance improvement.

The candidate will be responsible for delivering effective training programs, enhancing employee process knowledge, improving communication and customer-handling skills, and ensuring new hires are prepared to meet business and quality expectations.

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.

Skills Required

TNI BPO International Throughput Classroom Training International voice Voice TNA

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Job Type

Full Time

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Process Trainer

Experience & Salary

Job Description

Hiring:

Job Title:

Experience:

Industry:

Work Mode:

Work Schedule:

Shift:

Process Trainer

Key Responsibilities

Required Skills and Qualifications

1 year of hands-on training experience

Preferred Candidate Profile

Skills Required

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