The Trainer role involves delivering training programs focused on process knowledge, customer handling, and performance improvement to ensure operational excellence and superior customer experience.

Key Responsibilities

Training Delivery

- Deliver, Develop and update training content for Process, and Customer Service.
- Create engaging training materials, assessments, presentations, and learning aids.
- Conduct new hire, refresher, and upskilling training programs.
- Facilitate interactive classroom and virtual sessions using varied learning methodologies.

Process Training

- Deliver training on business processes, products, compliance requirements, and operational procedures.
- Ensure trainees understand workflow, quality standards, and performance expectations.

Voice & Accent Coaching

- Improve pronunciation, voice modulation, fluency, accent neutralization, and language proficiency.
- Provide individual coaching to enhance communication effectiveness.

Performance Evaluation & Feedback

- Conduct knowledge assessments, mock calls, role plays, and evaluations.
- Provide constructive feedback and action plans for continuous improvement.

Quality & Performance Monitoring

- Monitor learner performance during nesting and production.
- Identify skill gaps and recommend targeted interventions.

Stakeholder Collaboration

- Partner with Operations, Quality, HR,



and Leadership teams to align training initiatives with business objectives.

Reporting & Documentation

- Prepare training reports, attendance records, and performance dashboards.

Continuous Improvement

- Stay updated on industry trends, customer service best practices, learning technologies, and training methodologies.
- Continuously enhance training content and delivery effectiveness.

Key Skills & Qualifications

- Experience in Process/Product Training within BPO, Customer Service, or Contact Center environments.
- Excellent facilitation, coaching, presentation, and stakeholder management skills.
- Strong Voice & Accent, Communication, and Soft Skills expertise.
- Ability to analyze performance metrics and drive learning interventions.
- Proficiency in MS Office and Learning Management Systems (LMS).

Experience:

- Minimum 2yrs. proven experience as a Trainer in a customer service or BPO environment.

Education:

- Bachelors/ Masters degree (in any stream Excellent command of English with a neutral accent.

Other Criteria:

- Exceptional communication and interpersonal skills. Solid understanding of phonetics, voice modulation techniques, and accent reduction methodologies.
- Ability to work effectively in a fast-paced and dynamic environment.
- Willing to work in any shift (Day/Mid/Night)
- Ready to travel to another location for training

📌 Process Trainer (Gurugram)
🏢 AIS business solution
📍 Gurugram