- Roles & Responsibilities – Process Trainer (BPO)Delivered current hire induction and process training for voice, non-voice, email, and chat support processes.
- Designed and conducted training sessions on process knowledge, product updates, SOPs, customer service, and compliance.
- Assessed trainees through mock calls, quizzes, role plays, and evaluations to measure learning effectiveness.
- Conducted communication, soft skills, and customer handling training to improve service quality.
- Identified training needs by analyzing quality scores, performance reports, and business requirements.
- Refreshed existing employees on process updates, quality standards, and operational changes.
- Coordinated with Operations, Quality, and HR teams to ensure successful transition of trainees to production.
- Maintained training records, attendance, assessment reports, and batch performance dashboards.




- Monitored trainee performance during nesting and provided coaching to improve productivity and quality.
- Delivered feedback and one-on-one coaching sessions to enhance employee performance.
- Ensured adherence to client requirements, quality standards, and training SLAs.
- Created and updated training materials, presentations, assessments, and process documentation.
- Supported knowledge management initiatives by maintaining up-to-date training content.
- Tracked training effectiveness through post-training evaluations, quality scores, and production performance.
- Contributed to continuous improvement initiatives to enhance training delivery and operational performance.

Language: Hindi, English, Kannada

HR Name: Rohit Sharma

Contact No: +91 (phone hidden)

📌 Trainer (Bengaluru)
🏢 Vertex Global Services
📍 Bengaluru