Trainer and Assessor

Role :

The Process Trainer is responsible for delivering effective process and product training to new hires and existing employees in a BPO environment. The role ensures that trainees acquire the required knowledge and skills to meet business and client expectations through structured learning, assessments, and continuous coaching.

Key Responsibilities

• Conduct new hire and refresher training programs on process knowledge, client systems, communication skills, and compliance requirements.
• Develop and update training materials, manuals, and assessments as per process and client updates.
• Evaluate trainee performance through tests, role plays, and practical assessments.
• Collaborate with operations and quality teams to identify training needs and performance gaps.
• Provide constructive feedback and post-training support to ensure smooth transition to the production floor.
• Maintain training MIS reports and track training effectiveness metrics (e.g., training completion rates, certification scores, nesting performance).
• Conduct TTT (Train-the-Trainer) sessions when required.
• Stay updated on process changes and ensure timely communication to all relevant teams.

Skills & Competencies

• Strong communication and presentation skills (verbal and written).
• Excellent facilitation, coaching, and mentoring abilities.
• Good understanding of BPO operations, metrics, and quality parameters (AHT, CSAT, FCR, etc.).
• Proficiency in MS Office and LMS tools.
• Analytical and reporting skills.
• Adaptability to work in dynamic, fast-paced environments.

Educational Qualification

• Graduate (any discipline).
• Certification in training or instructional design is an advantage.

Experience

• 1–4 years of experience as a Process Trainer in a BPO or Contact Center environment.
• Experience in voice, chat, or back-office processes preferred.

Work Environment

• Location: Brookfield - Bangalore - Gopalan Millennium tower
• Shifts: Day shift
• Reporting to: Training Manager / L&D Lead

Key Performance Indicators (KPIs)

• Training throughput and certification rates.
• Speed to proficiency of new hires.
• Improvement in production performance metrics post-training.
• Stakeholder and trainee feedback scores.

Regards

HR team - 8428226622

thirumurugan.k@cogenteservices.com

Job Type: Full-time

Pay: ₹20,000.00 - ₹40,000.00 per month

Application Question(s):

• Are you ready to join immediately ? if not please mention how soon you can join ?

Work Location: In person