We are looking for an experienced Process Trainer to manage training delivery, improve agent performance, and support operational excellence across inbound and outbound processes.
Key Responsibilities
- Monitor and manage key process metrics: Throughput, FAP, CSAT, Call Quality, Product Test Scores, etc.
- Provide agent-level feedback on quality and product knowledge.
- Report escalations to supervisors as needed.
- Manage and conduct BQM, refreshers, calibrations, NHT, TNA/TNI, OJT & mock calls.
- Prepare and maintain training schedules, reports, and documentation.
- Support team development with strong leadership and mentoring.
- Analyze operational challenges and recommend improvements.
- Ensure process/product knowledge and industry/domain understanding.
Eligibility Criteria:
- Must know Hindi, English & Marathi.
- Minimum 1 year experience as a Trainer (Outbound – customer service, sales, collections).
- Solid MS Office and training tools proficiency.
- Excellent communication, interpersonal, and time-management skills.
Work Details
- Full Time
- Shift: Day shift/ rotational (depending on process)
Navi Mumbai
📌 Process Trainer (Inbound/Outbound) (India)
🏢 One Point one solutions
📍 India
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