Product Trainer

Job Summary

We are looking for a Soft Skills & Product Trainer to train and develop call center agents in communication, customer service, and product knowledge. The role involves onboarding new employees, conducting refresher training, identifying skill gaps, and supporting overall team performance.

Key Responsibilities

• Conduct induction and product training for new hires.
• Deliver soft skills training on communication, customer service, and call handling.
• Organize refresher sessions and coaching based on quality and performance feedback.
• Develop and update training materials, presentations, and assessments.
• Work closely with Operations and Quality teams to address training needs.
• Evaluate trainee performance through assessments and maintain training records.
• Track training effectiveness and prepare basic training reports.

Required Skills

• Strong communication and presentation skills.
• Good knowledge of customer service and call handling techniques.
• Understanding of call center KPIs such as AHT, CSAT, FCR, and QA scores.
• Ability to conduct engaging training sessions.
• Proficiency in MS PowerPoint, Excel, and training content preparation.

Qualifications

• Bachelor's degree in any discipline.
• 2 to 5 years of experience in a call center, including at least 1 year in a training role.
• Experience in product/process training and soft skills coaching.
• Prior experience in a BPO/KPO environment is preferred.
• Certification in Training & Development or Soft Skills Coaching is an added advantage.