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.
Robust 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