Position: Process Trainer BPO / Call Center

Job Location: Chennai

Experience: 26 Years

Industry: BPO / Call Center / Customer Service

Job Responsibilities

- Conduct new hire training, process training, refresher training and upskilling programs.
- Deliver training on process, product, customer handling, communication and soft skills.
- Prepare and update training modules, SOPs, assessments and training materials.
- Conduct TNI (Training Needs Identification) based on performance and quality gaps.
- Monitor training effectiveness through assessments, nesting support and performance tracking.
- Coordinate with Operations, Quality and HR teams to identify training requirements.
- Provide feedback and coaching to improve CSAT, Quality, AHT, FCR and productivity.
- Maintain training MIS, attendance, assessment scores and performance reports.
- Handle floor training, classroom training and virtual training as required.

Candidate Profile




- 2–6 years of experience in BPO / Call Center / Customer Service Training.
- Prior experience as a Process Trainer / Voice & Soft Skills Trainer / BPO Trainer.
- Strong communication, presentation and facilitation skills.
- Valuable understanding of BPO operations, quality metrics and customer service KPIs.
- Should be comfortable handling classroom and virtual training sessions.
- Good knowledge of MS Office / Excel / PowerPoint.
- Ability to engage, motivate and coach large batches of employees.

BPO Trainer | Process Trainer | Call Center Trainer | Customer Service Trainer | Voice Process Trainer | Soft Skills Trainer | Training & Development | BPO | Customer Service | Quality | CSAT | AHT | FCR | TNI | Nesting

📌 Walk-in || Process Trainer (Chennai)
🏢 Matrimony.com
📍 Chennai