Process Trainer

Hiring: Process Trainer International Voice

Job Title: Process Trainer

Experience: Minimum 1 year of relevant training experience

Industry: BPO / ITES / Customer Support

Work Mode: Work From Office (WFO)

Work Schedule: 5 Days Working | 2 Rotational Offs

Shift: Flexible to work in night shifts

Job Description

We are looking for a dynamic and result-oriented Process Trainer with at least 1 year of hands-on training experience in the BPO/ITES industry. Candidates with prior experience in international voice or semi-voice customer support processes will be preferred.

The ideal candidate should have a strong understanding of training methodologies, Training Need Identification (TNI), Training Need Analysis (TNA), classroom training, On-the-Job Training (OJT), and employee performance improvement.

The candidate will be responsible for delivering effective training programs, enhancing employee process knowledge, improving communication and customer-handling skills, and ensuring new hires are prepared to meet business and quality expectations.

Key Responsibilities

• Conduct classroom training, process training, communication skills training, and customer service training for new hires and existing employees.
• Deliver On-the-Job Training (OJT), nesting support, and refresher training sessions.
• Conduct Training Need Identification (TNI) and Training Need Analysis (TNA) to identify skill and knowledge gaps.
• Develop and deliver training materials, presentations, training modules, and assessments.
• Monitor trainee performance through assessments, mock calls, role-plays, and practical evaluations.
• Track training effectiveness, trainee progress, attendance, and certification results.
• Provide constructive feedback, coaching, and action plans to improve employee performance.
• Coordinate with Operations, Quality Assurance (QA), and Team Leaders to identify performance gaps and training requirements.
• Ensure adherence to process guidelines, SOPs, quality standards, and customer service expectations.
• Maintain training MIS, batch reports, assessment scores, and other relevant training documentation.

Required Skills and Qualifications

• Minimum 1 year of hands-on training experience, preferably in a BPO/ITES environment.
• Prior experience in international voice or semi-voice support is highly preferred.
• Good understanding of TNI, TNA, OJT, classroom training, nesting, and refresher training.
• Strong verbal and written communication skills.
• Good presentation, facilitation, and classroom management skills.
• Ability to coach, mentor, and engage trainees effectively.
• Understanding of customer service fundamentals, call handling, quality parameters, and process compliance.
• Proficiency in MS PowerPoint, Excel, Word, and training documentation.
• Strong analytical, interpersonal, and problem-solving skills.
• Willingness to work from the office and accommodate night shifts.
• Comfortable working 5 days a week with 2 days off.

Preferred Candidate Profile

• Candidates currently working as Process Trainers, Voice Trainers, Customer Service Trainers, or BPO Trainers.
• Experience handling new-hire training, process transitions, OJT, nesting, and refresher batches.
• Exposure to international customer support processes and quality improvement initiatives.
• Candidates who can demonstrate measurable improvements in trainee performance, quality scores, or process readiness.