Process Trainer

Process Trainer International BPO

Location: Mohali

Timing: 8:30 pm to 5:30 am IST

Working days: 6 days working

Job Summary:

We are seeking an experienced and dynamic Process Trainer to deliver training programs for customer service and sales teams in an international BPO environment. The ideal candidate will be responsible for new hire training, refresher sessions, process updates, and ensuring employees meet operational and quality standards.

Key Responsibilities:

• Conduct new hire induction and process training programs.
• Deliver product, process, communication, and soft skills training.
• Prepare training materials, presentations, assessments, and certification modules.
• Identify knowledge gaps and conduct refresher training sessions.
• Monitor trainee performance during training and nesting periods.
• Coordinate with Operations, Quality, and Management teams to address performance concerns.
• Maintain training records, attendance reports, and performance trackers.
• Ensure adherence to process guidelines, compliance requirements, and quality standards.
• Support process transitions and implementation of new updates or SOP changes.
• Drive continuous learning initiatives and employee development programs.

Required Skills:

• Excellent verbal and written communication skills.
• Strong presentation and facilitation abilities.
• Experience in training delivery within an International BPO environment.
• Good understanding of Quality, KPIs, and operational metrics.
• Proficiency in Microsoft Office tools, especially Excel and PowerPoint.
• Ability to engage and motivate learners in a classroom or virtual environment.

Eligibility Criteria:

• Graduate in any discipline.
• 25 years of experience as a Process Trainer in an International BPO.
• Experience in Voice, Sales, Customer Support, or Customer Success processes preferred.
• Exposure to US processes and night shifts will be an added advantage.

Key Performance Indicators (KPIs):

• Training Throughput
• Certification Pass Percentage
• Trainee Productivity and Performance
• Training Effectiveness Score
• New Hire Retention
• Quality Scores and Process Adherence
• Speed to Proficiency