Trainer

Job Description – Trainer (Quality & Compliance)Position Summary:

We are looking for a skilled Trainer responsible for improving team performance through structured training, quality monitoring, and strong compliance enforcement. The trainer will ensure that every team member follows processes, meets quality standards, and receives continuous development support.

• Key ResponsibilitiesQuality Training:
• Conduct regular quality sessions based on call monitoring, audits, and identified gaps.
• Compliance Monitoring:
• Ensure all agents follow company policies, Central Bank guidelines
• Process Training for New Joiners:
• Deliver complete induction programs, product knowledge, system training (CRM/PBX), and process walkthroughs.
• Feedback & Coaching:
• Share constructive feedback with agents and team leaders to improve customer handling, accuracy, and professionalism.
• Development Training:
• Build agent skills through refresher sessions, soft skills coaching, objection handling, call structure, and performance development programs.
• PIP (Performance Improvement Plan):
• Identify low-performing staff, create PIP plans, monitor progress, and support improvement until closure.
• Training Planning & Documentation:
• Maintain training calendars, training attendance, assessments, and performance scores. Prepare daily/weekly training MIS.
• Compliance & Quality Framework:
• Ensure adherence to quality parameters, scoring guidelines, call scripts, and audit criteria.