Lead Trainer - Bpo Process(Voice)

Imarque Solutions; Chennai District; On-site; INR 405,000 - 495,000; Full time

Job summary

Imarque Solutions is seeking a Process Trainer Lead (Voice) in Chennai for on-site joining. The role requires 2–3 years of BPO voice training experience and fluency in English, Tamil, and Telugu.

You will lead end-to-end onboarding, conduct training for new recruits, and drive certification and quality metrics while maintaining thorough documentation. Ideal candidates will deliver engaging sessions, manage nesting, and continuously update training content in collaboration with Quality and

Qualifications

• 2–3 years of core experience delivering process or communication training in a BPO voice setup.

Responsibilities

• New Hire Training (NHT): conduct end-to-end onboarding and process training for new recruits, ensuring benchmarks before nesting and production.
• Refresher & Upskilling: identify performance gaps and deliver targeted refresher modules to improve quality and metrics.
• Content Delivery & Maintenance: deliver training modules and update materials based on process updates or feedback.
• Nesting Support: provide hands-on coaching during nesting with real-time feedback to new agents.
• Throughput & Certification: meet target certification rates and training throughput timelines with high quality.
• Reporting & Documentation: maintain records of training attendance, assessments, scores and feedback trackers.

Skills

BPO voice training

English Tamil Telugu

MS Office

Tools

MS Office

Job description

Position Overview

• Role: Process Trainer lead(Voice)
• Experience Required: 2 to 3 years as a Trainer in a BPO Voice Process
• Location: Chennai (On-site / Immediate Joiner preferred)
• Salary Range: Up to 4.5 LPA (Based on experience and current CTC)
• Language Proficiency: Fluent in English, Tamil, and Telugu (Read, Write, and Speak)

Key Responsibilities

• New Hire Training (NHT): Conduct end-to-end onboarding and process training for new recruits, ensuring they meet the required benchmarks before nesting and production.
• Refresher & Upskilling Sessions: Identify performance gaps across existing batches and execute targeted refresher modules to improve quality and operational metrics.
• Content Delivery & Maintenance: Deliver training modules effectively, and periodically update training materials based on process updates or feedback from Quality and Operations.
• Nesting Support: Provide hand-holding support to new agents during their nesting phase, offering real-time feedback and coaching.
• Throughput & Certification: Meet target certification rates and training throughput timelines while maintaining high training quality.
• Reporting & Documentation: Maintain meticulous records of training attendance, assessments, scores, and individual feedback trackers.

Required Skills & Qualifications

• Experience: 23 years of core experience delivering process or communication training within a domestic or international BPO voice ecosystem.
• Language Skillset: Absolute fluency in English, Tamil, and Telugu. The ability to seamlessly translate or train in these regional languages is mandatory.
• Domain Knowledge: Strong understanding of BPO metrics (e.g., AHT, FCR, CSAT, Quality Scores) and feedback mechanisms.
• Soft Skills: Excellent presentation, public speaking, and interpersonal skills. Must possess high patience and strong classroom management capabilities.
• Tools: Proficiency in MS Office (Excel, PowerPoint, Word) for creating presentations and tracking daily metrics.

Contact Person - Puneetha - HR Asst ManagerContact Number - 9787212794