Hiring For Process Trainer- Bangalore

Key Responsibilities

1. Training Delivery

• Conduct New Hire Training (NHT) for inbound process agents.
• Deliver product, process, and system training related to customer service operations.
• Train agents on call handling, communication skills, and customer experience.
• Conduct refresher training sessions for existing employees.

2. Process & Product Knowledge

• Provide detailed training on Eureka Forbes products, services, and policies.
• Explain SOPs, escalation matrix, and customer complaint handling procedures.
• Ensure agents understand compliance and call quality standards.

3. Performance Monitoring

• Monitor trainee performance during nesting period.
• Conduct mock calls, role plays, and assessments.
• Provide feedback and coaching to improve agent performance.

4. Quality & Operations Coordination

• Work closely with Operations and Quality teams to identify training gaps.
• Analyze call quality scores, CSAT, and performance metrics.
• Conduct calibration sessions with QA teams.

5. Training Content Development

• Develop and update:
• Training modules
• Call scripts
• Training manuals
• FAQs and process documents
• Ensure training materials are updated with process changes.