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.
Positive 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.
Robust 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 (India)
🏢 For EOS Globe
📍 India