Job Title: Process Trainer (Voice Process)

Location: Techno Park, Trivandrum, Kerala

Experience: 8-10 years as a Process Trainer in International B2B technical Voice (phone/ call support) processes or in a similar training role within technical support, IT helpdesk, or customer service.

Shift Timings:

- 8:30 PM to 5:30 AM
- 4:30 AM to 1:30 PM
- 12:30 PM to 9:30 PM
- 24/7 Rotational shift

Key Responsibilities:

Training & Development:

- Design, develop, and deliver training programs for recent hires and existing technical support agents.
- Conduct process, product, and soft skills training sessions.
- Create training materials, SOPs, FAQs, and knowledge base articles.
- Implement interactive learning techniques such as simulations, role-playing, and case studies.
- Define career growth plans for agents.
- Ensures process standardization across the team.

Performance Monitoring & Coaching:

- Conduct assessments and evaluations to measure learning effectiveness.
- Monitor agent performance and provide refresher training sessions.
- Identify knowledge gaps and develop targeted training programs.
- Track training sessions and participation

Process & Compliance Management:

- Ensure that all agents follow standard operating procedures (SOPs).
- Work with Quality Assurance (QA) teams to identify process improvements.




- Keep training materials updated with the latest product and process changes.

Collaboration & Reporting:

- Coordinate with operations, quality, and product teams to align training with business goals.
- Generate reports on training effectiveness, agent performance, and knowledge retention.
- Recommend process improvements based on training feedback and performance analysis.

Required Skills & Qualifications:

Technical Knowledge: Familiarity with hardware/software troubleshooting, networking, and ticketing systems

Training Skills: Strong presentation, facilitation, and coaching abilities.

Analytical Thinking: Ability to analyze agent performance and improve training effectiveness.

Communication: Excellent verbal and written communication skills.

Tools & Technology: Experience with LMS (Learning Management Systems), MS Office, Google Workspace, and remote training platforms.

Must Have :

-
Hands-on experience facilitating training sessions tailored to B2B operational workflows.
- Hands-on experience training international customer or technical support teams, specifically in developing soft skills and voice/accent neutralization techniques to ensure clear and effective communication.

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