Process Trainer

Conduct endtoend process training for international voice programs (inbound/outbound/support).

Train new hires on product knowledge, process workflows, CRM tools, and call-handling procedures.

Facilitate communication, soft skills, and customer experience modules relevant to international clients.

Deliver refresher, upskilling, and crosstraining sessions based on business requirements.

Develop and update SOPs, process guides, learning materials, presentations, and job aids.

Maintain version control and ensure training content aligns with client expectations and updates.

Conduct regular assessments, quizzes, mock calls, and role plays to measure trainee readiness.

Certify agents for production based on evaluation scores and performance benchmarks.

Partner with Quality and Operations teams to identify performance gaps and devise targeted training plans.

Analyze error trends, customer complaints, and QA scores to design improvement modules.

Provide floor support during nesting and transition to production.

Monitor calls, share coaching feedback, and help agents improve accuracy and call handling.

Track performance and provide detailed weekly/monthly training reports.

Collaborate with clients, operational managers, and support teams to ensure training alignment.

Participate in calibration sessions, business reviews, and client interactions when required.

Training effectiveness scores

Post-training performance (QA %, AHT, CSAT, FCR)

Batch certification rate

New hire retention during training/nesting

Reduction in errors and escalations

Training feedback from trainees and stakeholders