Process Trainer

Key Responsibilities:

• Conduct New Hire Training, Refresher Training, Process Updates, and Upskilling sessions.
• Deliver training on process, product, customer service, communication, and systems.
• Develop and maintain training materials, SOPs, assessments, and training modules.
• Evaluate trainees through mock calls, assessments, tests, and certification.
• Provide coaching and feedback to improve agent performance and quality.
• Support agents during Nesting and Floor Support.
• Partner with Operations and Quality teams to identify and close training gaps.
• Track and report training metrics, performance, and effectiveness to stakeholders.
• Ensure training delivery aligns with process, quality, and customer service standards.

Required Skills & Qualifications:

• 3+ years of experience as a Process Trainer in an International BPO.
• Experience in International Voice / Non-Voice processes.
• Strong knowledge of BPO processes, customer service, and quality standards.
• Excellent communication, presentation, facilitation, and coaching skills.
• Proficiency in MS Office, PowerPoint, Excel, LMS, and training tools.