Key Responsibilities:
Conduct current hire induction and process training programs.
Deliver product, process, communication, and softskills training.
Prepare training materials, presentations, assessments, and certification modules.
Identify knowledge gaps and conduct refresher training sessions.
Monitor trainee performance during training and nesting periods.
Coordinate with Operations, Quality, and Management teamsto address
performance concerns.
Maintain training records, attendance reports, and performance trackers.
Ensure adherence to process guidelines, compliance requirements, and quality
standards.
Support process transitions and implementation of new updates or SOP changes.
Drive continuouslearning initiatives and employee development programs.
Required Skills:
Excellent verbal and written communication skills.
Robust presentation and facilitation abilities.
Experience in training delivery within an International BPO workplace.
Valuable understanding of Quality, KPIs, and operational metrics.
Proficiency in Microsoft Office tools, especially Excel and PowerPoint.
Ability to engage and motivate learnersin a classroom or virtual environment.
Eligibility Criteria:
Graduate in any discipline.
2–8 years of experience as a Process Trainer in an International BPO.
Experience in Voice, Sales, Customer Support, or Customer Success processes
preferred.
Exposure to US processes and nightshifts will be an added advantage.
Key Performance Indicators(KPIs):
Training Throughput
Certification Pass Percentage
Trainee Productivity and Performance
Training Effectiveness Score
New Hire Retention
Quality Scores and Process Adherence
Speed to Proficiency