Process Trainer (Sales & Soft Skills)

Job Title: Process Trainer – Sales & Soft Skills

Location:

Department:

Reports To:

Employment Type:

Job Summary:

Process Trainer

Key Responsibilities:

• Deliver

  New Hire Training (NHT)

  focused on BPO-specific sales processes, customer service, and soft skills.
• Facilitate

  sales training

  including objection handling, persuasion techniques, closing strategies, and KPI management.
• Conduct training on essential

  soft skills

  such as communication, empathy, rapport building, and professionalism.
• Design and update

  training modules, assessments, SOPs, and support materials

  based on client and process requirements.
• Identify performance gaps through regular feedback, TNI (Training Need Identification), and floor observations.
• Conduct

  refresher trainings, upskilling sessions, and on-the-job coaching

  for existing employees.
• Coordinate with

  Operations, Quality, and HR

  to improve training outcomes and support business performance.
• Evaluate training effectiveness through

  post-training assessments, call monitoring, and performance tracking

  .
• Maintain training records, attendance logs, and feedback reports in compliance with internal and client audits.

Required Skills & Qualifications:

• Minimum 3 to 5 years of experience as a Trainer in a BPO environment

  (Voice/Sales Process).
• Proven experience in conducting

  sales training and soft skills coaching

  in a BPO setup.
• Strong understanding of

  BPO KPIs

  like AHT, CSAT, Conversion Rate, Quality Score, etc.
• Excellent

  verbal and written communication

  skills.
• Skilled in facilitating

  in-person training sessions

  .
• Ability to adapt to fast-paced and dynamic process environments.
• Proficient in

  MS Office (PowerPoint, Excel, Word)

  and common BPO tools (e.g., dialers, CRMs).

Preferred Qualifications:

• Graduate in any stream; additional certifications in

  Training Delivery, TTT (Train the Trainer), or Sales

  are a plus.
• Exposure to

  Domestic Voice Process

  .
• Familiarity with LMS platforms and digital learning tools.

Key Competencies:

• Strong facilitation and presentation skills
• Leadership and influence
• Empathy and emotional intelligence
• Analytical and problem-solving mindset
• Organized and detail-oriented
• Continuous learning attitude

Interested candidates can call on 8527001809 HR Mamta