Job Description:

Location & Role

Location: Turbhe (Partner Location) & Chennai

Travel: The role involves travel to partner locations and other business sites, as required.

Department: Training & Development / Customer Experience

Reporting To: Training Manager / CX Manager

Experience: 3–5 Years

Industry: NBFC / BFSI / Contact Centre

Education: Any Graduate

Key Responsibilities

• Deliver current-hire, refresher and remedial training on products, processes, CRM, SOPs, call flows, escalation matrices and scripts.

• Ensure 100% communication and coverage of all product/process updates on the floor; maintain coverage MIS, attendance, assessments and pending-closure trackers.

• Handhold partner trainers through train-the-trainer sessions, teach-backs, classroom observations, coaching and content support.

• Manage the complete OJT journey from Day 1 until handover to Operations, including schedules, attendance, daily performance, RAG status, call-listening observations, coaching records, assessments and final certification reports.





• Identify training needs through QA findings, floor observations, self-identified call listening, customer feedback and performance data.

• Conduct call listening, live barging, mock calls, role plays, calibrations, side-by-side coaching and real-time feedback.

• Coach advisors on customer handling, FCR, NPS, retention, objection handling, empathy, ownership and communication skills.

• Track training effectiveness through pre- and post-performance metrics such as Quality, NPS, FCR, AHT, talk time, conversion, productivity and process accuracy.

• Collaborate with Operations, Quality, Workforce, Product and other stakeholders to align interventions with business requirements.

• Create and update presentations, facilitator guides, FAQs, assessments, quick-reference guides and training dashboards

Required Skills

Excellent communication, presentation, and coaching skills.

Experience in contact centre training, OJT, call monitoring,

📌 Opening for Product Process Trainer in MNC at Mumbai
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