Job Description: Contact Center Trainer
Position Title: Trainer – Contact Center Operations
Department: Training & Quality
Reports To: Assistant Manager / Manager – Training & Quality
Location: On-site / Corporate Center
Job Purpose
The Contact Center Trainer is responsible for delivering comprehensive end-to-end training programs for new hire batches and existing employees. This role focuses on equipping frontline agents with the necessary communication skills, product/campaign knowledge, system navigation expertise, and adherence to standard operating procedures (SOPs) to achieve a high level of operational efficiency and customer satisfaction.
Key Responsibilities & Duties
1. New Hire Onboarding & Certification
- Deliver structured foundation training, covering organization culture, process workflows, system applications, and soft skills.
- Manage new hire batches smoothly through the transition lifecycle from the classroom environment to live operations.
- Ensure a 100% post-training certification pass rate across all assigned batches,



verifying that new team members meet corporate competency standards.
- Aim for high early-stage retention rates (target threshold of 80% or higher) through engaging training delivery and early lifecycle support.

2. Performance & Quality Enhancement
- Ensure all newly onboarded agents consistently meet or exceed the baseline quality performance threshold (e.g., 85% quality score) within their first 30 days on the floor.
- Minimize agent learning curves to accelerate the time required for recent hires to become fully independent and productive.
- Collaborate closely with the Quality Assurance (QA) team by actively participating in regular call listening and calibration sessions to maintain auditing accuracy and consistency.

3. Content Development & SOP Management
- Proactively update, develop, and refine training curriculum, manuals, scripting templates, and critical documentation to align with evolving process requirements.
- Mainta

📌 Senior Executive (Kolkata)
🏢 Apollo Hospitals Enterprise
📍 Kolkata