Key Responsibilities
- Conduct new 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.
- Strong presentation and facilitation abilities.
- Experience in training delivery within an International BPO environment.
- 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 Pay: ₹600,000.00
- ₹850,000.00 per year Work