Process Trainer

1. Training & Development • Lead and manage training activities for new hires and existing employees. • Conduct process, product, communication, soft skills, and customer service training. • Manage new hire training, nesting, assessments, and certification. • Identify training needs through quality audits and performance analysis. • Conduct refresher training, coaching, and performance improvement sessions. • Prepare training calendars, training reports, and certification trackers. • Monitor training effectiveness and employee performance after certification. 2. Quality Management • Manage quality monitoring for inbound/outbound voice, chat, and blended processes. • Ensure regular call and chat audits as per defined quality parameters. • Monitor customer interactions for compliance, accuracy, communication, and customer satisfaction. • Conduct quality calibration sessions with Operations and clients. • Analyze quality trends, identify gaps, and implement corrective action plans. • Monitor critical errors, customer complaints, and process deviations. • Drive continuous improvement in customer service quality and customer experience. 3. Team Management • Lead, guide, and mentor Trainers and Quality Analysts. • Allocate responsibilities and monitor team productivity. • Conduct regular performance reviews and feedback sessions. • Coordinate with Operations, HR, and client stakeholders. • Ensure training and quality targets are achieved within timelines. 4. MIS & Reporting • Prepare daily, weekly, and monthly Training & Quality MIS reports. • Track quality scores, certification rates, training effectiveness, and customer satisfaction. • Analyze performance trends and present improvement plans to management. • Maintain training records, audit reports, and compliance documentation. Required Skills & Qualifications • Graduate in any discipline. • 3–5 years of experience in BPO/Customer Service, including experience in Training and Quality. • Prior experience handling Trainers and Quality Analysts preferred. • Strong knowledge of Chat, Voice, and Blended Customer Service Processes. • Excellent communication, presentation, coaching, and leadership skills. • Knowledge of quality monitoring, RCA, CAPA, and the 7 QC Tools. • Experience in client coordination, calibration, and performance improvement. • Good knowledge of MS Excel, PowerPoint, and MIS reporting. • Ability to work under pressure and manage multiple responsibilities. Key Performance Indicators (KPIs) • Quality Audit Scores • Customer Satisfaction (CSAT) • First Contact Resolution (FCR) • Training Certification Percentage • Training Effectiveness • Critical Error Reduction • Process Compliance • Team Performance Improvement

• It is a Full Time Trainer job for candidates with 6 months - 1 years of experience.