Trainer

Job Title:

Location:

Job Summary

Trainer Operations

Key Responsibilities

New Hire Training (NHT)

• Deliver training modules on process knowledge, communication skills, customer handling, soft skills, and system usage.
• Assess trainee performance using tests, role-plays, call audits, and feedback sessions.
• Prepare training materials, SOPs, presentations, and job aids as required.
• Track training progress, attendance, assessments, and maintain documentation.
• Provide coaching and refresher sessions to improve quality, CSAT, AHT, and other KPIs.
• Collaborate with Operations, Quality, and HR teams to align training needs.
• Identify skill gaps and design targeted training interventions.
• Ensure smooth transition of batches from training to production.
• Continuously update training content based on process changes, feedback, and business needs.
  

Required Qualifications & Skills

• 1-5 years

  of experience as a Trainer in a Domestic BPO / Contact Center.
• Strong communication and presentation skills in

  English & Tamil/Malayalam

  .
• Solid understanding of BPO processes, customer service fundamentals, and quality parameters.
• Excellent facilitation, classroom management, and coaching abilities.
• Strong analytical skills for assessments, feedback, and performance tracking.
• Proficiency in MS Office (Excel, PowerPoint) and familiarity with LMS/assessment tools.
• Ability to manage multiple batches and work in a fast-paced environment.
  

Work Schedule

• Rotational/Fixed shifts depending on process requirement.
• Work from Office

  Bangalore

  .