Location: Thane – Wagle Estate

Shift: US Rotational

Week Off: 2 Rotational Week Offs

Work Hours: 10 Hours (including 1.5-hour break)

Joining: Immediate Joiners Preferred

We are looking for an experienced Process Trainer with 3+ years of experience in an International BPO to deliver end-to-end process training and ensure agents meet quality and performance standards.

Key Responsibilities

- Conduct new hire, refresher & process update training.
- Deliver training on process, product, communication & systems.
- Prepare/update training materials, SOPs & assessments.
- Evaluate trainees through mock calls, tests & certification.
- Provide feedback and coaching to improve performance.
- Coordinate with Operations & Quality teams on training gaps.
- Track training metrics and share reports with stakeholders.
- Support agents during nesting & floor support when required.

Required Skills & Qualifications

- 3+ years of experience as a Process Trainer in an International BPO.
- Robust understanding of BPO processes & customer service standards.
- Excellent communication, presentation & facilitation skills.
- Proficient in MS Office and training tools.
- Experience handling Voice International Processes preferred.

📌 Process Trainer (Thane)
🏢 Sterling
📍 Thane