Job Description
The Process Trainer is responsible for delivering high-quality training to new hires and existing employees for international customer service, support, or sales processes. The role ensures that agents are equipped with the required product knowledge, process understanding, communication skills, and performance competencies to meet client and organizational expectations.
Key Responsibilities
- Training Delivery
- Conduct New Hire Training (NHT) for international voice, chat, or email processes.
- Deliver product, process, and system training to agents.
- Facilitate soft skills, communication, accent neutralization, and customer handling training.
- Ensure all training modules are delivered as per client guidelines and timelines.
- Training Content & Preparation
- Create and update training materials, session plans, assessments, and reference guides.
- Work closely with operations and quality teams to align training content with business needs.
- Organize mock calls, roleplays, and practical assessments to enhance learning engagement.
- Assessment & Certification
- Conduct regular evaluations (written, verbal, practical) to measure trainee performance.
- Certify trainees based on client and organizational competency standards.
- Provide performance insights and improvement areas for trainees before nesting.
- Performance Tracking & Reporting
- Track and report training performance metrics, including training throughput, trainee scores, and absorption rates.
- Maintain training dashboards and ensure accurate documentation of trainee progress.
- Share daily/weekly training reports with stakeholders (Operations, Quality, HR, Client Teams).
- Nesting & Transition Support
- Support trainees during the Nesting/On-the-Job Training (OJT) phase.
- Coordinate with supervisors and quality analysts to track trainee performance post-training.
- Provide refresher sessions based on gap analysis.
- Continuous Improvement
- Analyze training feedback and process updates to enhance training modules.
- Recommend improvements in SOPs, workflows, and customer interaction guidelines.
- Participate in calibration sessions to stay aligned with operational and client expectations.
Required Skills & Qualifications
- Bachelor’s degree or equivalent experience.
- 1–4 years of experience as a Process Trainer in a BPO (international process preferred).
- Excellent communication, presentation, and facilitation skills.
- Strong command over English language and customer handling skills.
- Good understanding of international customer service standards and cultural nuances.
- Proficiency in MS Office tools and training delivery platforms.
- Strong analytical and documentation skills.
- Ability to manage diverse groups of learners and maintain engagement.
