Process Trainer

ATIYA Herbs; Central Delhi; On-site; INR 420,000 - 700,000; Full time

Job summary

ATIYA Herbs is seeking an experienced Process Trainer with a strong background in BPO operations to lead sales and soft-skills training, onboard new hires, and elevate agent performance.

Design and update training modules, deliver New Hire Training, monitor KPIs such as AHT and CSAT, and coordinate with Operations, Quality, and HR to meet client expectations. This full-time role is based in Karol Bagh.

Qualifications

• 3–6 years of experience as a trainer in a BPO environment (Voice/Sales).
• Experience in conducting sales training and soft skills coaching in a BPO setup.
• Strong understanding of BPO KPIs like AHT, CSAT, Conversion Rate, Quality Score.

Responsibilities

• Deliver New Hire Training (NHT) focused on BPO sales processes and soft skills.
• Facilitate sales training including objection handling and closing strategies.
• Conduct training on essential soft skills: communication, empathy, rapport, professionalism.
• Design and update training modules, assessments, SOPs, and support materials.
• Identify performance gaps via feedback, training needs analysis, and floor observations.
• Coordinate with Operations, Quality, and HR to improve training outcomes.
• Evaluate training effectiveness through post-training assessments and performance tracking.

Skills

Process trainer

Sales training

Soft skills coaching

BPO KPIs

Verbal communication

In-person training

MS Office

Education

Graduate in any stream

TTT / Training Delivery certs

Tools

LMS platforms

CRM tools

PowerPoint

Excel

Dialers

Job description

Job Title: Process Trainer Sales & Soft Skills

Location: Karol Bagh

Department: Training & Development / Operations

Reports To: Training Manager / L&D Lead

Employment Type: Full-Time

Job Summary:

We are seeking an experienced and energetic Process Trainer with a strong background in BPO operations, specializing in Sales and Soft Skills training. The role involves onboarding new hires, delivering sales-specific process training, improving soft skills, and enhancing overall agent performance in alignment with business expectations.

Key Responsibilities:

• Deliver New Hire Training (NHT) focused on BPO-specific sales processes, customer service, and soft skills.
• Facilitate sales training including objection handling, persuasion techniques, closing strategies, and KPI management.
• Conduct training on essential soft skills such as communication, empathy, rapport building, and professionalism.
• Design and update training modules, assessments, SOPs, and support materials based on client and process requirements.
• Identify performance gaps through regular feedback, TNI (Training Need Identification), and floor observations.
• Conduct refresher trainings, upskilling sessions, and on-the-job coaching for existing employees.
• Coordinate with Operations, Quality, and HR to improve training outcomes and support business performance.
• Evaluate training effectiveness through post-training assessments, call monitoring, and performance tracking.
• Maintain training records, attendance logs, and feedback reports in compliance with internal and client audits.

Required Skills & Qualifications:

• 3- 6 years of experience as a Trainer in a BPO environment (Voice/Sales Process).
• Proven experience in conducting sales training and soft skills coaching in a BPO setup.
• Strong understanding of BPO KPIs like AHT, CSAT, Conversion Rate, Quality Score, etc.
• Excellent verbal and written communication skills.
• Skilled in facilitating in-person training sessions.
• Ability to adapt to fast-paced and dynamic process environments.
• Proficient in MS Office (PowerPoint, Excel, Word) and common BPO tools (e.g., dialers, CRMs).

Preferred Qualifications:

• Graduate in any stream; additional certifications in Training Delivery, TTT (Train the Trainer), or Sales are a plus.
• Exposure to Domestic Voice Process.
• Familiarity with LMS platforms and digital learning tools.

Key Competencies:

• Strong facilitation and presentation skills
• Leadership and influence
• Empathy and emotional intelligence
• Analytical and problem-solving mindset
• Organized and detail-oriented
• Continuous learning attitude