Key Responsibilities:
- Conduct Current Hire Training, Refresher Training, Process Updates, and Upskilling sessions.
- Deliver training on process, product, customer service, communication, and systems.
- Develop and maintain training materials, SOPs, assessments, and training modules.
- Evaluate trainees through mock calls, assessments, tests, and certification.
- Provide coaching and feedback to improve agent performance and quality.
- Support agents during Nesting and Floor Support.
- Partner with Operations and Quality teams to identify and close training gaps.
- Track and report training metrics, performance, and effectiveness to stakeholders.
- Ensure training delivery aligns with process, quality, and customer service standards.

Required Skills & Qualifications:
- 3+ years of experience as a Process Trainer in an International BPO.
- Experience in International Voice / Non-Voice processes.
- Strong knowledge of BPO processes, customer service, and quality standards.
- Excellent communication, presentation, facilitation, and coaching skills.
- Proficiency in MS Office, PowerPoint, Excel, LMS, and training tools.

📌 Process Trainer (Thane)
🏢 Sterling Customer Experience
📍 Thane