Location: Kochi, Kerala
Employment Type: Full time
Experience: 2–5 years

Job Summary
We are looking for an experienced Product Trainer to train and develop call center agents in product knowledge, communication, customer service, and call handling skills. The role will be responsible for onboarding current employees, conducting refresher training, identifying skill gaps, and supporting overall team performance.

Key Responsibilities

• Conduct induction, product, and process training for new hires.
• Deliver training on communication, customer service, call handling, and soft skills.
• Conduct refresher training and coaching based on Quality and Performance feedback.
• Identify training needs and skill gaps and provide appropriate coaching.
• Develop and update training materials, presentations, assessments, and learning content.
• Conduct trainee assessments and evaluate training effectiveness.
• Work closely with Operations and Quality teams to address performance and training requirements.
• Maintain training records, attendance, assessment results, and other documentation.




• Prepare basic training and performance reports.
• Support continuous improvement initiatives to enhance customer experience and agent performance.

Required Skills

• Excellent communication and presentation skills.
• Strong facilitation and classroom management skills.
• Good knowledge of customer service and call handling techniques.
• Understanding of contact center KPIs such as AHT, CSAT, FCR, and QA scores.
• Ability to conduct engaging and interactive training sessions.
• Strong coaching, feedback, and interpersonal skills.
• Proficiency in MS PowerPoint and MS Excel.
• Ability to create and maintain training content and assessments.

Qualifications & Experience

• Bachelor's degree in any discipline.
• 2–5 years of experience in a call center/BPO workplace.
• Minimum 1 year of experience in a training role.
• Experience in product/process training and soft skills coaching.
• Prior BPO/

📌 Product Trainer Kochi
🏢 RailYatri.in
📍 Kochi