Process Trainer

Team Vertex Global Services; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

Team Vertex Global Services in Bengaluru is seeking an experienced Process Trainer to lead new hire and ongoing training for a voice process BPO. You will design and deliver comprehensive programs, assess learners, and coach for performance improvements.

The role demands strong communication, facilitation, and content creation skills. Responsibilities include developing training calendars, managing multiple batches, and ensuring certification readiness before production.

Qualifications

• Minimum 25 years of experience as a Process Trainer in a Voice Process BPO.
• Excellent communication, presentation, and facilitation skills.
• Strong knowledge of customer service, call handling techniques, and QA metrics.
• Experience in conducting classroom and virtual training sessions.
• Proficiency in creating engaging training content and presentations.

Responsibilities

• Conduct New Hire Training (NHT) for voice process batches.
• Deliver end-to-end process training, including product knowledge, customer handling, systems, and SOPs.
• Prepare and execute training calendars as per business requirements.
• Assess trainee performance through mock calls, role plays, quizzes, and knowledge assessments.
• Identify learning gaps and provide coaching sessions to improve performance.
• Conduct refresher training for existing employees based on quality findings, process updates, and business requirements.
• Ensure trainees meet certification criteria before transitioning to production.
• Monitor batch performance and provide regular feedback to improve learning outcomes.

Skills

Training delivery

Public speaking

Facilitation

Coaching & mentoring

Customer service acumen

Call handling techniques

Classroom & virtual training

Content creation

Stakeholder management

MS Excel

MS PowerPoint

MS Word

Tools

Microsoft Excel

PowerPoint

Word

Job description

Role & responsibilities

• Conduct New Hire Training (NHT) for voice process batches.
• Deliver end-to-end process training, including product knowledge, customer handling, systems, and SOPs.
• Prepare and execute training calendars as per business requirements.
• Assess trainee performance through mock calls, role plays, quizzes, and knowledge assessments.
• Identify learning gaps and provide coaching sessions to improve performance.
• Conduct refresher training for existing employees based on quality findings, process updates, and business requirements.
• Ensure trainees meet certification criteria before transitioning to production.
• Monitor batch performance and provide regular feedback to improve learning outcomes.

Preferred candidate profile

• Minimum 25 years of experience as a Process Trainer in a Voice Process BPO.
• Strong communication, presentation, and facilitation skills.
• Excellent knowledge of customer service and call handling techniques.
• Experience in conducting classroom and virtual training sessions.
• Ability to create engaging training content and presentations.
• Good understanding of Quality, KPIs, SLAs, CSAT, AHT, FCR, and productivity metrics.
• Strong coaching and mentoring abilities.
• Proficiency in Microsoft Excel, PowerPoint, and Word.
• Ability to manage multiple training batches and meet timelines.
• Excellent interpersonal and stakeholder management skills