To facilitate learning and development initiatives by delivering effective training programs, ensuring associates achieve the required levels of process knowledge, quality, productivity, and customer service excellence. Responsibilities

Key Responsibilities
• Deliver classroom, virtual, and on-the-job training programs.
• Conduct new hire induction and process training.
• Develop and update training content, SOPs, assessments, and knowledge materials.
• Monitor trainee performance and provide coaching and feedback.
• Evaluate training effectiveness through assessments, calibrations, and performance metrics.
• Partner with Operations, Quality, and SMEs to identify training needs and close performance gaps.
• Maintain training records, attendance, certifications, and reports.
• Support continuous improvement initiatives and process updates.
• Facilitate refresher and upskilling sessions for existing employees. Required Skills
• Excellent communication and presentation skills.
• Strong facilitation and coaching abilities.
• Good analytical and problem-solving skills.
• Proficiency in Microsoft Office (Excel, PowerPoint, Word).
• Ability to engage large groups and adapt training styles.
• Strong stakeholder management and collaboration skills. Education
• Graduate in any discipline (preferred). Experience
• 1-3 years of training experience in a BPO/Customer Service/Operations environment.
• Proven experience in conducting classroom and virtual training sessions.
• Knowledge of adult learning principles and training methodologies. Key Performance Indicators (KPIs)
• Training Throughput & Graduation Rate
• Certification Scores
• Trainee Performance Improvement
• Training Satisfaction Scores




• Quality & Productivity Improvement Post Training
• Knowledge Assessment Scores Trainer Competencies
• Instructor
• Facilitator
• Coach
• Learning Content Designer
• Evaluator & Assessor Qualifications Graduate / Under-Graduate At least minimum 1-3 year Trainer experience in any customer service programs and/or American Geography and product-specific training facilitation. EXL (NASDAQ: EXLS) is a leading data analytics and digital operations and solutions company. We partner with clients using a data and AI-led approach to reinvent business models, drive better business outcomes and unlock growth with speed. EXL harnesses the power of data, analytics, AI, and deep industry knowledge to transform operations for the world’s leading corporations in industries including insurance, healthcare, banking and financial services, media and retail, among others. EXL was founded in 1999 with the core values of innovation, collaboration, excellence, integrity and respect. We are headquartered in Recent York and have more than 54,000 employees spanning six continents. For more information, visit www.exlservice.com. EXL never requires or asks for fees/payments or credit card or bank details during any phase of the recruitment or hiring process and has not authorized any agencies or partners to collect any fee or payment from prospective candidates.



EXL will only extend a job offer after a candidate has gone through a formal interview process with members of EXL’s Human Resources team, as well as our hiring managers. EXL is the indispensable partner for leading businesses in data-led industries such as insurance, banking and financial services, healthcare, retail and logistics. We bring a unique combination of data, advanced analytics, digital technology and industry expertise to help our clients turn data into insights, streamline operations, improve customer experience, and transform their business. Our partnerships with clients are built on a foundation of collaboration – and we’ve been chosen as a partner by nine of the top ten leading US insurance companies, nine of the top 20 global banks, and six of the top ten US health care payers. We function as one team to make your goals our goals, whether that’s unlocking the value of generative AI or embedding analytics into workflows that reduce risk or power your growth. Clients choose EXL as their transformation partner for many reasons. Our geographic diversity make talent all over the world instantly accessible. Digital accelerators enable unmatched speed-to-value, letting you realize results fast. It’s our people that truly set us apart, though, including the 1,500 data scientists we have dedicated to our generative AI practice. And our more than twenty years of experience in delivering business services, garnering stellar client references, and maintaining a solid balance sheet are reassuring to our C-suite clients. Find out for yourself why clients, employees, and analysts think we’re some of the best in the business. Contact us to see how we can help you achieve your goals.

📌 Senior Executive (Pune)
🏢 EXL
📍 Pune