Company Description airvincible is a technology-enabled BPO company that combines skilled resources with expert supervision and strong ownership of client outcomes. The organization focuses on driving client KPIs as if they were its own, delivering simple yet effective solutions across diverse customer service needs. With a blend of automation, process improvement, and business expertise, airvincible aims to keep performance indicators consistently strong. The company supports outbound and inbound call centers, customer care, complaints management, lead generation, collections, onboarding, customer retention, telesales, upselling, cross-selling, and help desk services. Team members work in a performance-driven environment with opportunities to develop their skills in customer experience and process excellence.
Role Description This is a full-time, on-site Process Trainer role based in Indore. The Process Trainer will design, deliver, and update training programs for new hires and existing team members across various customer service and BPO processes. Responsibilities include conducting classroom and floor training, creating training materials, process documents, and assessments, and ensuring agents are calibrated with client requirements and quality standards. The role involves regularly evaluating performance through quizzes, role-plays, call monitoring, and feedback sessions, and partnering with operations, quality, and HR to close skill gaps and support continuous improvement. The Process Trainer will also track training effectiveness through defined metrics, prepare reports, and recommend process or training enhancements to improve productivity, accuracy, and customer experience.
Qualifications
- Strong training and facilitation skills, with experience conducting classroom and on-the-job training for voice and/or non-voice BPO processes.
- Excellent communication skills, including clear verbal delivery, written documentation, and the ability to simplify complex processes.
- Experience in process documentation, SOP creation, and building training aids such as presentations, handouts, and e-learning content.
- Ability to analyze performance data, training feedback, and quality reports to identify gaps and drive targeted training interventions.
- Familiarity with call center operations, customer service best practices, and areas such as inbound/outbound support, complaints handling, and sales processes.
- Strong coaching, mentoring, and feedback skills, with the ability to work with diverse teams and learning styles.
- Proficiency with common office and presentation tools (e.g., MS Office or equivalent) and comfort with technology-based training platforms.
- Preferred: Prior experience as a Process Trainer, Quality Analyst, or Team Leader in a BPO environment; exposure to KPI management and performance dashboards.
- Preferred education: Bachelor's degree in any discipline or equivalent practical experience in training and BPO operations.
