Process Trainer

Process Trainer facilitates training for new hires (nesting) and existing employees, focusing on product knowledge, SOPs, and process updates to meet client KPIs. They develop training materials, monitor call quality, provide coaching, and analyze performance data to improve metrics.

Key Responsibilities

• Training Delivery: Conduct training sessions for new hires and refresher training for existing staff on process, product knowledge, and systems.
• Performance Management: Monitor calls/emails for quality compliance, identify gaps, and provide coaching to enhance agent performance.
• Content Development: Create, update, and maintain training materials, presentations, and assessments.
• Operational Reporting: Analyze, track, and report on training effectiveness, trainee progress, and metrics (MIS) to stakeholders.
• Quality Calibration: Participate in internal and external quality calibration sessions. 

Qualifications and Skills

• Experience: Minimum 1–3 years of experience as a Process Trainer in a BPO environment.
• Education: Bachelor’s degree (mandatory for many positions).
• Knowledge: Strong understanding of BPO processes, quality metrics, and adult learning principles.
• Skills: Exceptional communication (verbal/written), presentation, facilitation, and MS Office skills.
• Attributes: Analytical, patient, and capable of working in flexible/rotational shifts. 

Typical Challenges

• Managing trainee performance and attendance.
• Adapting to changing schedules and maintaining vocal health.
• Ensuring performance metrics are met within the training period. 

Interested candidates connect with - Shivani - 9871080420