Company Description Transcom is a global provider of digitally enhanced customer experience services for leading and fast-growing brands across e-commerce, fintech, and technology sectors. Serving more than 300 clients worldwide, the company delivers onshore, offshore, and nearshore solutions tailored to diverse business needs.

Over 33,000 team members operate from 90 contact centers and work-at-home networks in 28 countries, focusing on customer care, sales, content moderation, and back-office services. Transcom is committed to helping clients strengthen their brands, increase customer satisfaction, and optimize operating costs. The organization fosters a dynamic, performance-driven environment with opportunities for learning and growth.

Role Description This is a full-time, on-site Trainer role based in Pune City. The Trainer will design, develop, and deliver training programs for new hires and existing team members, focusing on customer service excellence, process knowledge, and system usage.

Daily responsibilities include conducting classroom and floor training sessions, facilitating refresher workshops, preparing training materials and assessments, and tracking participant performance. The Trainer will collaborate with operations and quality teams to identify skill gaps, update training content, and ensure alignment with client requirements and internal standards. The role also involves maintaining training documentation, reporting training outcomes,



and supporting continuous improvement initiatives.

Qualifications

- Strong training and facilitation skills, including the ability to engage diverse groups and adapt delivery methods to different learning styles.
- Experience in curriculum design, creating training materials, and developing assessments focused on customer service or contact center operations.
- Excellent communication and presentation skills, with proficiency in spoken and written English; additional language skills are an advantage.
- Ability to analyze performance metrics, identify skill gaps, and implement targeted training interventions.
- Solid knowledge of customer experience best practices, contact center workflows, and basic CX technologies and tools.
- Solid organizational and time-management skills, with attention to detail and the ability to manage multiple training batches or projects.
- Comfort with using digital tools for training delivery, including learning management systems, video conferencing platforms, and presentation software.
- Previous experience as a Trainer, Team Leader, or Quality Analyst in a BPO or customer service environment is preferred.
- Minimum of a bachelor’s degree or equivalent experience in a relevant field such as Business, Education, Communications, or related discipline.
- Willingness to work from the Pune City site and flexibly adjust to business schedules when needed.

📌 Trainer (Pune)
🏢 Transcom
📍 Pune