Trainer

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: 3–6 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

Perks & Benefits

• PF & ESIC benefits

• Career growth and leadership exposure

• Stable process and learning-driven culture

• It is a Full Time Customer Support / TeleCaller job for candidates with 1 - 4 years of experience.