Trainer
Role Overview
The Trainer is responsible for end-to-end training ownership of non-voice processes, ensuring consistent delivery of high-quality training aligned with client requirements and business objectives . This role plays a critical part in stabilizing processes, improving quality metrics, supporting new launches, and developing future-ready talent across operations.
Key Responsibilities
Training Ownership
- Own end-to-end training for non-voice processes including process, product, and soft skills training.
- Create, review, and update SOPs, training decks, assessments, and certification frameworks.
- Drive nesting support and floor readiness for new batches.
Process Excellence Quality Improvement
- Analyze quality, productivity, and CSAT trends to identify training gaps.
- Conduct refresher, re-certification, and corrective training programs.
- Work closely with QA and Operations teams to improve accuracy, compliance, and SLA adherence.
- Act as a subject expert for process clarifications and escalations during training phases.
Client Business Alignment
- Ensure training content is fully aligned with client guidelines, updates, and compliance requirements.
- Support process transitions, new client launches, and scope expansions.
- Participate in internal and external audits related to training and process compliance.
People Development Coaching
- Mentor trainers, SMEs, and high-performing agents to build a strong training pipeline.
- Conduct Train-the-Trainer (TTT) sessions when required .
- Provide structured feedback and coaching to associates for continuous improvement.
- Support internal promotions and career progression initiatives.
Reporting Documentation
- Maintain accurate training MIS, batch performance reports, certification records, and attendance.
- Share regular training effectiveness reports with stakeholders.
- Ensure documentation is audit-ready and version controlled.
Eligibility Requirements
- Qualification: Graduate or above.
- Experience: 36 years in Non-Voice BPO processes with at least 2 years in a Trainer .
- Excellent written English skills with strong command over grammar, tone, and clarity.
- Strong understanding of chat, email, and back-office quality frameworks.
- Proven experience handling multiple processes or clients.
- Proficient in MS Excel, PowerPoint, and reporting tools.
- Ability to work in a fast-paced, deadline-driven environment.
Key Skills Competencies
- Core Training Process Ownership
- Advanced Written Communication
- Quality SLA Management
- Coaching Mentoring
- Training Needs Analysis (TNA)
- Stakeholder Client Coordination
- Reporting Documentation
This job is provided by Shine.com
