We are seeking an experienced Process Trainer for the International Service Desk process to join KVC Consultants Ltd. In this role, you will be crucial in developing and delivering training programs for our Service Desk teams, ensuring they have the necessary knowledge and skills to provide exceptional support to our international clients.
Roles and Responsibilities:
- Design, develop, and deliver comprehensive training programs for current hires and existing agents within the International Service Desk process.
- Conduct regular training sessions on product knowledge, process updates, customer service skills, and technical troubleshooting for IT infrastructure issues.
- Create engaging training materials, including presentations, manuals, job aids, and exercises.




- Assess trainee performance through quizzes, simulations, and live call/chat monitoring, providing constructive feedback for improvement.
- Collaborate closely with operations managers and quality analysts to identify training needs and performance gaps.
- Implement effective coaching strategies to enhance agent skills and ensure adherence to service level agreements (SLAs) and quality standards.
- Stay updated with the latest IT Service Management (ITSM) trends, tools, and best practices, particularly within an international BPO context.
- Facilitate knowledge

📌 Process Trainer (Bengaluru)
🏢 KVC Consultants
📍 Bengaluru