HIRING | PROCESS TRAINER SEMI-TECHNICAL / CHAT & EMAIL SUPPORT
Location: Hyderabad
Experience: Minimum 1+ Year of Relevant Process Trainee Experience On papers
Mandatory: 1 Year of On-Paper Experience as a Trainer
Industry: BPO / ITES / Customer Support
Work Mode: Work From Office
Working Days: 5 Days | 2 Rotational Week Offs
Shifts: Rotational / Night Shifts
Job Overview
We are looking for an experienced Process Trainer with a background in BPO/ITES, preferably handling Semi-Technical, Chat, Email and Voice Support processes. The candidate will be responsible for delivering process and customer service training, managing current-hire training, conducting OJT and nesting, and improving overall agent performance.
Key Responsibilities
- Conduct classroom and process training for new hires and existing employees.
- Deliver training on Semi-Technical Support, Chat, Email and Voice processes.
- Handle OJT, nesting, refresher and process-specific training sessions.
- Identify training gaps through Training Need Analysis (TNA).
- Develop training materials, process modules, assessments and training documentation.
- Evaluate trainee performance through assessments, mock sessions and role-plays.
- Monitor trainee progress, attendance, certification and training effectiveness.
- Provide coaching, feedback and improvement plans to trainees.
- Coordinate with Operations, Quality and Team Leaders to improve process performance.
- Maintain training MIS, batch reports and performance records.
Mandatory Requirements
- Minimum 1 year of relevant training experience in BPO/ITES.
- Minimum 1 year of on-paper experience as a Process Trainer / BPO Trainer.
- Experience in Semi-Technical, Chat, Email
- Knowledge of OJT, TNA/TNI, nesting and refresher training.
- Excellent communication, presentation and classroom facilitation skills.
- Good understanding of customer service and process quality standards.
- Willingness to work from office and in rotational/night shifts.