Process Trainer

Sterling Customer Experience; Thane; On-site; INR 600,000 - 900,000; Full time

Job summary

Sterling Customer Experience is seeking a seasoned Process Trainer to lead training for International Voice/Non-Voice operations in Maharashtra. The role focuses on delivering comprehensive sessions, updating processes, and driving upskilling across the agent desk.

You will develop materials, conduct assessments, and coach agents to raise quality, consistency, and customer satisfaction. Collaboration with Operations and Quality teams is essential to close training gaps and track impact with

Qualifications

• 3+ years of experience as a Process Trainer in an International BPO.
• Experience in International Voice / Non-Voice processes.
• Strong knowledge of BPO processes, customer service, and quality standards.
• Excellent communication, presentation, facilitation, and coaching skills.
• Proficiency in MS Office, PowerPoint, Excel, LMS, and training tools.

Responsibilities

• Conduct New Hire Training, Refresher Training, Process Updates, and Upskilling sessions.
• Deliver training on process, product, customer service, communication, and systems.
• Develop and maintain training materials, SOPs, assessments, and training modules.
• Evaluate trainees through mock calls, assessments, tests, and certification.
• Provide coaching and feedback to improve agent performance and quality.
• Support agents during Nesting and Floor Support.
• Partner with Operations and Quality teams to identify and close training gaps.
• Track and report training metrics, performance, and effectiveness to stakeholders.
• Ensure training delivery aligns with process, quality, and customer service standards.

Skills

Process training

International BPO

Communication

Coaching

Client interactions

Tools

MS Office

PowerPoint

Excel

LMS

Training tools

Job description

Key Responsibilities:

• Conduct New Hire Training, Refresher Training, Process Updates, and Upskilling sessions.
• Deliver training on process, product, customer service, communication, and systems.
• Develop and maintain training materials, SOPs, assessments, and training modules.
• Evaluate trainees through mock calls, assessments, tests, and certification.
• Provide coaching and feedback to improve agent performance and quality.
• Support agents during Nesting and Floor Support.
• Partner with Operations and Quality teams to identify and close training gaps.
• Track and report training metrics, performance, and effectiveness to stakeholders.
• Ensure training delivery aligns with process, quality, and customer service standards.

Required Skills & Qualifications:

• 3+ years of experience as a Process Trainer in an International BPO.
• Experience in International Voice / Non-Voice processes.
• Strong knowledge of BPO processes, customer service, and quality standards.
• Excellent communication, presentation, facilitation, and coaching skills.
• Proficiency in MS Office, PowerPoint, Excel, LMS, and training tools.