Process Trainer (Inbound/Outbound)

Key Responsibilities

• Manage basic process metrics such as throughput, FAP, CSAT scores, call quality, and product test scores
• Provide agent-level feedback on quality and product performance
• Report basic escalations to supervisors for timely resolution
• Conduct BQM, refreshers, calibrations, NHT, TNA, TNI, OJT, and mock calls as part of training initiatives
• Maintain clear documentation, training records, and escalation logs
• Demonstrate effective leadership, mentoring, and team-building capabilities
• Communicate effectively across all management levels
• Strategize and implement solutions for process and performance improvement
• Manage multiple schedules, priorities, and team needs efficiently
• Ensure strong awareness of both process and product