Trainer

We are looking for an experienced Trainer to deliver end-to-end training for call center agents supporting the eAgent process. This role focuses on onboarding new batches, conducting certifications, improving communication and soft skills, and creating a professional, customer-centric work environment.

Roles and Responsibilities

- Conduct structured induction and onboarding programs for new hire batches covering product, process, system, and policy training.

- Prepare trainees for live call handling using effective training methodologies and maintain training schedules and attendance records.

- Design and administer certification assessments, evaluate trainee performance, and provide go/no-go recommendations.

- Deliver soft skills, communication, and customer service training including role plays, mock calls, and call simulations.

- Support accent neutralization and communication clarity for US customer interactions.

- Create a positive, professional, and learning-oriented environment while reinforcing organizational values and compliance.

- Plan engagement activities to improve confidence, collaboration, and professionalism.

- Collaborate with Quality and Operations teams to address audit findings and performance gaps through targeted training.

- Conduct refresher training, update training materials, and track training effectiveness.

- Prepare training reports and maintain training documentation, SOPs, and knowledge materials.

Skills and Qualifications

- Bachelor’s degree in any discipline (preferred).

- 4–5 years of experience in call center training or learning & development.

- Strong facilitation, presentation, and communication skills.

- Experience training US-based voice processes preferred.

- Knowledge of soft skills, customer service etiquette, and professional conduct.

- Ability to engage, motivate, and coach diverse teams.

- Strong planning, organizational, and documentation abilities.

- Certification in training, communication, or facilitation is an added advantage.

Job Type: Full-time

Pay: ₹300,000.00 - ₹400,000.00 per year

Benefits:

• Paid time off
• Provident Fund

Ability to commute/relocate:

• Vijayawada, Andhra Pradesh: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Describe your experience with soft skills & communication training.
• Have you conducted any certifications & readiness assessments?

Education:

• Bachelor's (Required)

Shift availability:

• Night Shift (Required)
• Overnight Shift (Preferred)

Work Location: In person