Process Trainer

AIS business solution; Gurugram District; On-site; INR 400,000 - 650,000; Full time

Job summary

AIS business solution is seeking a Trainer to deliver training programs focused on process knowledge, customer handling, and performance improvement to ensure operational excellence and superior customer experience.

Responsibilities include content development for Process and Customer Service, new hire and upskilling sessions, voice and accent coaching, assessments, dashboards, and cross‑functional collaboration with Operations, Quality, HR, and Leadership to align training with business goals.

Qualifications

• Minimum 2 years proven Trainer experience in customer service or BPO.
• Excellent facilitation, coaching, presentation, and stakeholder management skills.
• Strong voice and accent, communication, and soft skills expertise.
• Ability to analyze performance metrics and drive learning interventions.
• Proficiency in MS Office and Learning Management Systems (LMS).

Responsibilities

• Deliver, develop and update training content for Process and Customer Service.
• Create engaging training materials, assessments, and learning aids.
• Conduct new hire, refresher, and upskilling training programs.
• Facilitate interactive classroom and virtual sessions.
• Deliver training on business processes, products, and compliance.
• Monitor learner performance and identify skill gaps.
• Prepare training reports, attendance records, and dashboards.
• Stay updated on industry trends and training methodologies.

Skills

Facilitation

Coaching

Presentation

Stakeholder mgmt

Voice & Accent

Soft skills

MS Office

LMS

English proficiency

Education

Bachelor/Master degree

Tools

LMS

Job description

The Trainer role involves delivering training programs focused on process knowledge, customer handling, and performance improvement to ensure operational excellence and superior customer experience.

Key Responsibilities

Training Delivery

• Deliver, Develop and update training content for Process, and Customer Service.
• Create engaging training materials, assessments, presentations, and learning aids.
• Conduct new hire, refresher, and upskilling training programs.
• Facilitate interactive classroom and virtual sessions using varied learning methodologies.

Process Training

• Deliver training on business processes, products, compliance requirements, and operational procedures.
• Ensure trainees understand workflow, quality standards, and performance expectations.

Voice & Accent Coaching

• Improve pronunciation, voice modulation, fluency, accent neutralization, and language proficiency.
• Provide individual coaching to enhance communication effectiveness.

Performance Evaluation & Feedback

• Conduct knowledge assessments, mock calls, role plays, and evaluations.
• Provide constructive feedback and action plans for continuous improvement.

Quality & Performance Monitoring

• Monitor learner performance during nesting and production.
• Identify skill gaps and recommend targeted interventions.

Stakeholder Collaboration

• Partner with Operations, Quality, HR, and Leadership teams to align training initiatives with business objectives.

Reporting & Documentation

• Prepare training reports, attendance records, and performance dashboards.

Continuous Improvement

• Stay updated on industry trends, customer service best practices, learning technologies, and training methodologies.
• Continuously enhance training content and delivery effectiveness.

Key Skills & Qualifications

• Experience in Process/Product Training within BPO, Customer Service, or Contact Center environments.
• Excellent facilitation, coaching, presentation, and stakeholder management skills.
• Strong Voice & Accent, Communication, and Soft Skills expertise.
• Ability to analyze performance metrics and drive learning interventions.
• Proficiency in MS Office and Learning Management Systems (LMS).

Experience:

• Minimum 2yrs. proven experience as a Trainer in a customer service or BPO environment.

Education:

• Bachelors/ Masters degree (in any stream Excellent command of English with a neutral accent.

Other Criteria:

• Exceptional communication and interpersonal skills. Strong understanding of phonetics, voice modulation techniques, and accent reduction methodologies.
• Ability to work effectively in a fast-paced and dynamic environment.
• Willing to work in any shift (Day/Mid/Night)
• Ready to travel to another location for training