Process Trainer/ Technical Trainer

This Position is for Technical trainer/Process trainer for an MNC, who have the experience ( 2-5 years) As trainer in BPO- customer support Team.

• Experience in Mobile/electronics/Consumer durables is an advantage.
• Immediate to 15 days Notice.
• CTC- 50k Per month

Roles and responsibility

1) Conduct TNA/TNI, develop training modules, sessions and evaluate effectiveness.

2) Create classroom guidelines and training plans; manage change management, stakeholder communication and training.

3) Analyze process/role impact and customer/product/service reports.

4) Deliver new system, process and NPI/product launch training.

5) Train teams on technical troubleshooting, CRM, internal tools and process navigation.

6) Create/update PPTs, SOPs, knowledgebase and training content based on software/process changes.

7) Analyze Quality, CSAT/NPS, VOC, TNI and Top Call Drivers (TCD) to identify training gaps.

8) Conduct refresher training, coaching, mentoring and floor support, especially for low performers.

9) Track and report daily/weekly/monthly training effectiveness and support reduction of repeat errors.

10) Simplify complex technical concepts and support trainers/SMEs in knowledge enhancement.