Process Trainer || Mohali || BPO

Role & responsibilities

• New Hire Induction: Deliver initial classroom and on-the-floor training for new batches, covering client-specific processes, tools, and systems.
• Soft Skills & Communication: Train associates on accent neutralization, voice modulation and customer handling techniques.
• Refresher & Remedial Training: Design and execute refresher modules and targeted coaching plans (such as for bottom-quartile or PIP/Performance Improvement Plan agents) based on Training Needs Analysis (TNA)
• Call Accreditations & Audits: Evaluate live calls, emails, or chats (e.g., weekly/monthly targets per associate) to identify operational skill gaps.
• Collaboration: Work closely with Operations, Quality Assurance (QA), and Subject Matter Experts (SMEs) to align training content with floor realities and client updates.

Preferred candidate profile

Candidate must be Graduate (10+2+3 yr degree)

Must have overall 4 yr exp out of 2 yr as Process Trainer in BPO Segment.

Interested candidate can share thier cv - [email removed]

Thanks & Regards

Kavita