Process Trainer

Concentrix; Gurugram District; On-site; INR 550,000 - 900,000; Full time

Job summary

Concentrix in Gurugram seeks a Training Specialist to design, deliver, and evaluate onboarding and upskilling programs for a dynamic global client portfolio.

You will coach agents, develop training materials, manage classroom logistics, and mentor junior trainers to meet client KPIs. Strong communication and LMS proficiency are essential to drive quality improvements and performance analytics.

Qualifications

• Bachelor's degree in education, HR, or a related field.
• Strong communication and presentation skills.
• Experience in designing and delivering onboarding and upskilling programs.
• Ability to analyze performance data and drive improvements.

Responsibilities

• Design, deliver, and evaluate onboarding and upskilling programs.
• Coach agents and mentor junior trainers to meet KPIs.
• Develop training materials and manage classroom logistics.
• Collaborate with Operations and Quality to align training with objectives.
• Monitor training effectiveness through KPIs and surveys.

Skills

BPO operations knowledge

Communication

Facilitation

Interpersonal skills

Education

Bachelor's degree in Education/HR/Related field

Tools

MS Office Suite

PowerPoint

Excel

Learning Management Systems

Job description

Job Description

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

Roles and Key responsibilities:

Drive employee performance by designing, delivering, and evaluating onboarding and upskilling programs.

Bridge gaps between operations and training by coaching agents, conducting process/soft skills training, and analyzing performance data to improve quality metrics.

The role focuses on developing training materials, managing classroom logistics, and mentoring junior trainers to meet client KPIs.

• Training Delivery:Conduct new hire orientation, process training (technical/product), and soft skills/communication training.
• Curriculum Development:Create and update training modules, manuals, presentations, and assessments tailored to process requirements.
• Coaching & Development:Monitor agent performance (side-by-sides, call listening), provide feedback, and run refresher sessions for underperformers.
• Performance Tracking:Analyze training effectiveness using KPIs, surveys, and post-training assessments to report progress to management.
• Stakeholder Management:Collaborate with Operations and Quality teams to identify skill gaps and align training with business objectives.
• Mentorship:Mentor and guide junior trainers and act as a Subject Matter Expert (SME).

Key skills and knowledge:

• Subject Knowledge:Strong understanding of BPO operations, quality frameworks, and, for international processes, familiarity with client-specific accents/tone.
• Exceptional communication, facilitation, presentation, and interpersonal skills.
• Tools:Proficiency in MS Office Suite (PowerPoint, Excel) and Learning Management Systems (LMS).
• Education:Bachelor’s degree in education, Human Resources, or a related field (preferred).

Educational Qualification

Graduation

Disclaimer

:- 'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.'