About the Role

We are hiring a Process Trainer who will be given complete in-house training on our processes and will then be responsible for training new joiners and existing employees to ensure they're fully equipped to deliver quality customer service from day one. We're looking for someone proactive — who doesn't wait to be told there's a gap, but actively tracks performance, flags issues early, and keeps management in the loop every single day.

Key Responsibilities

● Undergo complete process training (product knowledge, tools, SOPs) to become fully certified before training others

● Conduct induction and current hire training (NHT) covering process knowledge, tools, and communication/soft skills

● Take a proactive approach to training — proactively identify skill and knowledge gaps rather than waiting for QA scores or escalations to flag them

● Design and update training modules, presentations, and reference material as processes evolve

● Track new hires through the nesting/OJT period and ensure they're floor-ready within target timelines

● Send daily reports to management on training activity, batch progress, and floor performance trends

● Conduct refresher and remedial training based on QA findings, performance data, and client feedback

● Work closely with the QA team to jointly manage feedback sessions with agents, and use those sessions to drive continuous improvement in both quality scores and training content

● Run assessments, certifications, and role-play sessions to validate learning before agents go live

● Coordinate closely with QA and Operations teams to identify skill gaps and close them proactively

● Maintain training trackers, batch reports, and effectiveness dashboards for management review

● Continuously improve English communication and soft skills across the floor

Requirements





● Excellent spoken and written English communication skills — this is mandatory, no compromise

● Prior experience as a Trainer/Process Trainer in a BPO/call center is preferred; strong senior agents/team leads with training aptitude will also be considered

● Proactive, self-driven approach — comfortable owning outcomes and reporting progress daily without being chased

● Ability to explain concepts clearly to learners from varied educational backgrounds

● Confident, engaging classroom/floor presence — comfortable public speaking and facilitating groups

● Comfortable partnering with QA on feedback sessions and using that feedback loop to keep improving training content

● Basic content creation skills (PPT, training decks, quick-reference guides)

● Patient, coaching-oriented mindset with strong ownership of batch performance (not just test scores)

● Graduate preferred (not mandatory for the right candidate)

What We Offer

● Fixed monthly salary of ₹25,000 – ₹30,000 CTC (based on experience and interview performance)

● Complete process training provided before you start training others

● Growth path into Senior Trainer / Training Manager / Operations roles

Pay: ₹25,000.00 - ₹30,000.00 per month

Application Question(s):

- Do you have experience as a Process Trainer or similar training role in a BPO/call center, training agents on process, product, or communication skills?
- How many years of experience do you have as a Trainer (or as a senior agent/Team Lead involved in training/mentoring) in a BPO or call center environment?
- How would you rate your spoken and written English communication skills?

- Are you comfortable sending daily training/performance reports to management and proactively flagging issues without being asked?
- Are you able to work from our Mohali office full-time?

Work Location: In person

📌 Process Trainer – BPO / Call Center (Sohana)
🏢 Clevuh Culture Private Limted
📍 Sohana