Trainer Role Overview The Trainer is responsible for endtoend training ownership of nonvoice processes ensuring consistent delivery of highquality training aligned with client requirements and business objectives This role plays a critical part in stabilizing processes improving quality metrics supporting new launches and developing futureready talent across operations Key Responsibilities Training Ownership Own endtoend training for nonvoice processes including process product and soft skills training Create review and update SOPs training decks assessments and certification frameworks Drive nesting support and floor readiness for new batches Process Excellence Quality Improvement Analyze quality productivity and CSAT trends to identify training gaps Conduct refresher recertification and corrective training programs Work closely with QA and Operations teams to improve accuracy compliance and SLA adherence Act as a subject expert for process clarifications and escalations during training phases Client Business Alignment Ensure training content is fully aligned with client guidelines updates and compliance requirements Support process transitions new client launches and scope expansions Participate in internal and external audits related to training and process compliance People Development Coaching Mentor trainers SMEs and highperforming agents to build a strong training pipeline Conduct TraintheTrainer TTT sessions when required Provide structured feedback and coaching to associates for continuous improvement Support internal promotions and career progression initiatives Reporting Documentation Maintain accurate training MIS batch performance reports certification records and attendance Share regular training effectiveness reports with stakeholders Ensure documentation is auditready and version controlled Eligibility Requirements Qualification Graduate or above Experience 36 years in NonVoice BPO processes with at least 2 years in a Trainer Excellent written English skills with strong command over grammar tone and clarity Solid understanding of chat email and backoffice quality frameworks Proven experience handling multiple processes or clients Proficient in MS Excel PowerPoint and reporting tools Ability to work in a fastpaced deadlinedriven environment Key Skills Competencies Core Training Process Ownership Advanced Written Communication Quality SLA Management Coaching Mentoring Training Needs Analysis TNA Stakeholder Client Coordination Reporting Documentation Perks Benefits PF ESIC benefits Career growth and leadership exposure Stable process and learningdriven culture

📌 Process Trainer (Raipur)
🏢 Square Business Services
📍 Raipur