Process Trainer

Mount Talent Consulting; Ernakulam; On-site; INR 240,000 - 360,000; Full time

Job summary

Mount Talent Consulting is seeking a training specialist in India to conduct induction and product training for new hires. The role involves delivering soft skills training on communication, customer service, and call handling, and organizing refresher sessions based on feedback.

You will develop training materials, collaborate with Operations and Quality teams, and evaluate trainee progress through assessments, maintaining records and reporting on training effectiveness.

Qualifications

• Bachelor's degree in any discipline.
• 2 to 5 years of experience in a call center, including at least 1 year in a training role.
• Experience in product/process training and soft skills coaching.
• Prior experience in a BPO/KPO environment is preferred.
• Certification in Training & Development or Soft Skills Coaching is an added advantage.

Responsibilities

• Conduct induction and product training for new hires.
• Deliver soft skills training on communication, customer service, and call handling.
• Organize refresher sessions and coaching based on quality and performance feedback.
• Develop and update training materials, presentations, and assessments.
• Work closely with Operations and Quality teams to address training needs.
• Evaluate trainee performance through assessments and maintain training records.
• Track training effectiveness and prepare basic training reports.

Skills

Communication skills

Presentation skills

PowerPoint

Excel

Training content

KPI knowledge

Education

Bachelor's degree

Job description

Role & responsibilities

• Conduct induction and producttrainingfor new hires.
• Deliver soft skillstrainingon communication, customer service, and call handling.
• Organize refresher sessions and coaching based on quality and performance feedback.
• Develop and updatetrainingmaterials, presentations, and assessments.
• Work closely with Operations and Quality teams to addresstrainingneeds.
• Evaluate trainee performance through assessments and maintaintrainingrecords.
• Tracktrainingeffectiveness and prepare basictrainingreports.

Preferred candidate profile

• Strong communication and presentation skills.
• Good knowledge of customer service and call handling techniques.
• Understanding of call center KPIs such as AHT, CSAT, FCR, and QA scores.
• Ability to conduct engagingtrainingsessions.
• Proficiency in MS PowerPoint, Excel, andtrainingcontent preparation.

Qualifications:-

• Bachelor's degree in any discipline.
• 2 to 5 years of experience in a call center, including at least 1 year in atrainingrole.
• Experience in product/process trainingand soft skills coaching.
• Prior experience in a BPO/KPO environment is preferred.
• Certification inTraining& Development or Soft Skills Coaching is an added advantage.