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 robust 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).
Robust 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 Navi Mumbai
🏢 ONE POINT ONE SOLUTIONS
📍 Navi Mumbai
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