Job Title: Process Trainer Voice
Experience: 3.6+ Years (Minimum 1 Year as a process trainer)
Shift: US Shift (Night Shift)
Location: Bommanahalli, Bangalore
Department: Training
Working days: Mon Friday
Job Summary:
The Process Trainer will be responsible for delivering high-quality training sessions for new hires and existing employees in a US Contact Center environment. The role focuses on enhancing product knowledge, communication skills, and process adherence to ensure superior customer experience and operational efficiency.
Key Responsibilities:
- Deliver classroom training sessions for new hires (NH batches) aligned with business requirements.
- Conduct refresher training and continuous learning sessions for tenured agents.
- Facilitate training on process knowledge, soft skills, customer handling, and compliance.
- Evaluate trainee performance through assessments, mock calls, and feedback sessions.
- Ensure training effectiveness by tracking post-training performance and implementing action plans.
- Collaborate with Operations, QA, and WFM teams to identify training needs.
- Prepare and update training materials, SOPs, and process documentation.
- Conduct call audits and coaching sessions to bridge performance gaps.
- Drive quality and productivity improvements through targeted training interventions.
- Maintain training reports, attendance, and performance dashboards.
Key Requirements:
- 3.6+ years of experience in an International Contact Center (US process preferred).
- Minimum 1 year of classroom training experience as a Process Trainer.
- Strong understanding of US customer handling, culture, and expectations.
- Excellent communication, presentation, and facilitation skills.
- Experience in content creation (PPTs, training modules, SOPs).
- Good knowledge of training methodologies and adult learning principles.
- Ability to manage multiple batches and meet tight timelines.
- Proficiency in MS Office (PowerPoint, Excel, Word).
Preferred Skills:
- Certification in Training & Development (TTT / Train the Trainer) is an added advantage.
- Experience in voice process training.
- Exposure to quality frameworks and performance metrics (CSAT, AHT, FCR).
Interested folks can please reach out to : Seema : 8639685017 . or share your updated cv to : [Confidential Information]
