Trainer

Role Overview The Trainer is responsible for end-to-end training ownership of non-voice processes, ensuring consistent delivery of high-quality training aligned with client requirements and business objectives. This role plays a critical part in stabilizing processes, improving quality metrics, supporting new launches, and developing future-ready talent across operations.

Key Responsibilities

Training Ownership

- Own end-to-end training for non-voice processes including process, product, and soft skills training.

- Create, review, and update SOPs, training decks, assessments, and certification frameworks.

- Drive nesting support and floor readiness for new batches.

Process Excellence Quality Improvement

- Analyze quality, productivity, and CSAT trends to identify training gaps.

- Conduct refresher, re-certification, and corrective training programs.

- Work closely with QA and Operations teams to improve accuracy, compliance, and SLA adherence.

- Act as a subject expert for process clarifications and escalations during training phases.

Client Business Alignment

- Ensure training content is fully aligned with client guidelines, updates, and compliance requirements.

- Support process transitions, new client launches, and scope expansions.

- Participate in internal and external audits related to training and process compliance.

People Development Coaching

- Mentor trainers, SMEs,



and high-performing agents to build a strong training pipeline.

- Conduct Train-the-Trainer (TTT) sessions when required.

- Provide structured feedback and coaching to associates for continuous improvement.

- Support internal promotions and career progression initiatives.

Reporting Documentation

- Maintain accurate training MIS, batch performance reports, certification records, and attendance.

- Share regular training effectiveness reports with stakeholders.

- Ensure documentation is audit-ready and version controlled.

Eligibility Requirements

- Qualification: Graduate or above.

- Experience: 36 years in Non-Voice BPO processes with at least 2 years in a Trainer.

- Excellent written English skills with strong command over grammar, tone, and clarity.

- Strong understanding of chat, email, and back-office quality frameworks.

- Proven experience handling multiple processes or clients.

- Proficient in MS Excel, PowerPoint, and reporting tools.

- Ability to work in a fast-paced, deadline-driven environment.

Key Skills Competencies

- Core Training Process Ownership

- Advanced Written Communication

- Quality SLA Management

- Coaching Mentoring

- Training Needs Analysis (TNA)

- Stakeholder Client Coordination

- Reporting Documentation

Perks Perks

- PF ESIC benefits

- Career growth and leadership exposure

Stable process and learning-driven culture

This job is provided by Shine.com

📌 Product Trainer (Raipur)
🏢 Square Business Services
📍 Raipur