Key Responsibilities
- Conduct Current Hire Training (NHT) for domestic BPO processes.
- Deliver classroom and process training as per defined training plans and SOPs.
- Conduct Product, Process, System and Soft Skills training.
- Facilitate role plays, mock calls, assessments and knowledge checks.
- Coordinate with Operations, QA and SMEs to ensure training content is aligned with process requirements.
- Track trainee attendance, performance and assessment scores.
- Identify knowledge gaps and provide remedial/coaching sessions.
- Conduct OJT and nesting support before production deployment.
- Prepare and maintain training MIS and daily/weekly reports.
- Conduct refresher and upskilling sessions based on operational/quality requirements.
- Ensure trainees achieve certification and production-readiness benchmarks.
- Maintain training discipline and ensure adherence to company policies.

Candidate Requirements
- Graduate preferred.
- 2–5 years of experience as a BPO Trainer, preferably in domestic voice/customer service.




- Strong knowledge of BPO training methodologies and adult learning techniques.
- Excellent communication and presentation skills.
- Good command of Hindi and English.
- Strong facilitation, coaching and classroom-management skills.
- Comfortable using MS Office/Google Workspace and training-related tools.
- Experience handling NHT, OJT, nesting and certification.
- Ability to manage multiple batches and meet training timelines.
- Strong analytical and reporting skills.

Key Performance Indicators (KPIs)
- Training completion within planned timelines
- Trainee certification/pass percentage
- Training attendance
- Knowledge/assessment scores
- OJT performance
- Training-to-production conversion
- Early attrition of trainees
- Quality and productivity of newly certified employees

Preferred Profile

Candidates with experience in high-volume domestic BPO hiring/ramp-ups, customer service training, voice processes and handling multiple batches will be prefer

📌 Process Trainer and Quality Assurance (Sahibzada Ajit Singh Nagar)
🏢 For EOS Globe
📍 Sahibzada Ajit Singh Nagar