Trainer

Date:Apr 15, 2026

Location:Mumbai, IN

Requisition ID:21038

Description:
- Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company is a global leader providing business process solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With a global footprint across US, UK, India, Philippines, Mexico, Romania, Turkey, Trinidad & Tobago, South Africa, and Australia, they ‘make it happen’ for their clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Firstsource’s inch-wide, mile-deep practitioners work collaboratively, leveraging UnBPO - their differentiated approach to reimagining traditional outsourcing - to deliver real-world, future-focused solutions that drive speed, scale, and smarter decision, turning transformation into tangible results for clients.

Role & Responsibilities:
Training Delivery - New Hire Batches




- Deliver the standard 5-day Pre-Process Training (PPT) module for all current hire batches, covering company induction, US banking fundamentals, Voice & Accent (VnA), systems orientation, and the PPT end assessment.
- Facilitate Client Process Training (PRT) for assigned queues (duration 2-22 days depending on queue complexity), covering queue-specific SOPs, product knowledge, system navigation, and scenario-based role-play.
- Support agents through the 3-week ABAY / OJT phase — including live call facilitation, daily coaching debriefs, structured feedback, and performance tracking through to certification.
- Administer PRT assessments (30 questions from a 50-question pool, 85% pass threshold, maximum 2 attempts) and maintain accurate scoring and certification records.
- Conduct ABAY quality audits as necessary, ensuring a minimum 85% quality threshold per audit.

Curriculum & Content
- Deliver all training content in accordance with client-

📌 Trainer (Mumbai)
🏢 Firstsource Healthcare
📍 Mumbai