Location: Karol BaghDepartment: Training & Development / OperationsReports To: Training Manager / L&D; LeadEmployment Type: Full-Time

Job Summary:

We are seeking an experienced and energetic Process Trainer with a strong background in BPO operations, specializing in Sales and Soft Skills training. The role involves onboarding new hires, delivering sales-specific process training, improving soft skills, and enhancing overall agent performance in alignment with business expectations.

Key Responsibilities:

· Deliver New Hire Training (NHT) focused on BPO-specific sales processes, customer service, and soft skills.

· Facilitate sales training including objection handling, persuasion techniques, closing strategies, and KPI management.

· Conduct training on essential soft skills such as communication, empathy, rapport building, and professionalism.

· Design and update training modules, assessments, SOPs, and support materials based on client and process requirements.

· Identify performance gaps through regular feedback, TNI (Training Need Identification), and floor observations.

· Conduct refresher trainings, upskilling sessions, and on-the-job coaching for existing employees.

· Coordinate with Operations, Quality, and HR to improve training outcomes and support business performance.

· Evaluate training effectiveness through post-training assessments, call monitoring,



and performance tracking.

· Maintain training records, attendance logs, and feedback reports in compliance with internal and client audits.

Required Skills & Qualifications:

· Minimum 2–3 years of experience as a Trainer in a BPO environment (Voice/Sales Process).

· Proven experience in conducting sales training and soft skills coaching in a BPO setup.

· Strong understanding of BPO KPIs like AHT, CSAT, Conversion Rate, Quality Score, etc.

· Excellent verbal and written communication skills.

· Skilled in facilitating in-person training sessions.

· Ability to adapt to fast-paced and dynamic process environments.

· Proficient in MS Office (PowerPoint, Excel, Word) and common BPO tools (e.g., dialers, CRMs).

Preferred Qualifications:

· Graduate in any stream; additional certifications in Training Delivery, TTT (Train the Trainer), or Sales are a plus.

· Exposure to Domestic Voice Process.

· Familiarity with LMS platforms and digital learning tools.

Key Competencies:

· Solid facilitation and presentation skills

· Leadership and influence

· Empathy and emotional intelligence

· Analytical and problem-solving mindset

· Organized and detail-oriented

· Continuous learning attitude

HR NANCY :+91-XXXXXXXXXX

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

Work Location: In person

📌 Process Trainer – Sales & Soft Skills (Karol Bagh)
🏢 AIHM
📍 Karol Bagh