Description

To facilitate learning and development initiatives by delivering effective training programs, ensuring associates achieve the required levels of process knowledge, quality, productivity, and customer service excellence.

Responsibilities
Key Responsibilities

- Deliver classroom, virtual, and on-the-job training programs.
- Conduct new hire induction and process training.
- Develop and update training content, SOPs, assessments, and knowledge materials.
- Monitor trainee performance and provide coaching and feedback.
- Evaluate training effectiveness through assessments, calibrations, and performance metrics.
- Partner with Operations, Quality, and SMEs to identify training needs and close performance gaps.
- Maintain training records, attendance, certifications, and reports.
- Support continuous improvement initiatives and process updates.
- Facilitate refresher and upskilling sessions for existing employees.

Required Skills
- Excellent communication and presentation skills.
- Strong facilitation and coaching abilities.
- Good analytical and problem-solving skills.
- Proficiency in Microsoft Office (Excel, PowerPoint,



Word).
- Ability to engage large groups and adapt training styles.
- Robust stakeholder management and collaboration skills.

Education
- Graduate in any discipline (preferred).

Experience
- 1-3 years of training experience in a BPO/Customer Service/Operations environment.
- Proven experience in conducting classroom and virtual training sessions.
- Knowledge of adult learning principles and training methodologies.

Key Performance Indicators (KPIs)
- Training Throughput & Graduation Rate
- Certification Scores
- Trainee Performance Improvement
- Training Satisfaction Scores
- Quality & Productivity Improvement Post Training
- Knowledge Assessment Scores

Trainer Competencies
- Instructor
- Facilitator
- Coach
- Learning Content Designer
- Evaluator & Assessor

Qualifications

Graduate / Under-Graduate At least minimum 1-3 year Trainer experience in any customer service programs and/or American Geography and product-specific training facilitation.

📌 Senior Executive (Pune)
🏢 EXL
📍 Pune