Role & responsibilities

- Conduct induction and product training for current hires.
- Deliver soft skills training on communication, customer service, and call handling.
- Organize refresher sessions and coaching based on quality and performance feedback.
- Develop and update training materials, presentations, and assessments.
- Work closely with Operations and Quality teams to address training needs.
- Evaluate trainee performance through assessments and maintain training records.
- Track training effectiveness and prepare basic training reports.

Preferred candidate profile

- Strong communication and presentation skills.
- Good knowledge of customer service and call handling techniques.
- Understanding of call center KPIs such as AHT, CSAT, FCR,



and QA scores.
- Ability to conduct engaging training sessions.
- Proficiency in MS PowerPoint, Excel, and training content preparation.

Qualifications:-

- Bachelor's degree in any discipline.
- 2 to 5 years of experience in a call center, including at least 1 year in a training role.
- Experience in product/process training and soft skills coaching.
- Prior experience in a BPO/KPO environment is preferred.
- Certification in Training & Development or Soft Skills Coaching is an added advantage.

📌 Process Trainer (Kochi)
🏢 Mount Talent Consulting
📍 Kochi