Process Trainer | 7LPA | BPO Trainer

Axis Services; Hyderabad; Sur place; INR 630 000 - 770 000; Plein temps

Résumé du poste

Axis Services in Hyderabad, India is seeking a Process Trainer to design and deliver training programs for new hires and existing staff in a BPO/ITES setup. The role requires at least 1 year of hands-on training experience, preferably including international voice or semi-voice support, with strong communication and presentation skills.

You will manage training materials, assessments, TNI/TNA, OJT and refresher sessions, while tracking MIS and trainee progress.

Qualifications

• Minimum 1 year hands-on training experience, preferably in a BPO/ITES environment.
• Prior experience in international voice or semi-voice training is highly preferred.
• Strong understanding of TNI, TNA, OJT, classroom training, nesting and refresher training.
• Excellent verbal and written communication skills.
• Good presentation, facilitation and classroom management abilities.
• Ability to coach, mentor and engage trainees effectively.
• Knowledge of customer service fundamentals, call handling, quality parameters and process compliance.
• Proficiency in MS PowerPoint, Excel, Word and training documentation.

Responsabilités

• Conduct classroom, process and customer service trainings for new hires and existing staff.
• Deliver On-the-Job Training (OJT), nesting support and refresher sessions.
• Conduct Training Need Identification (TNI) and Training Need Analysis (TNA).
• Develop and deliver training materials, modules and assessments.
• Monitor trainee performance via assessments, role-plays and mock calls.
• Track training effectiveness, attendance and certification results.
• Provide coaching and feedback to improve performance.
• Coordinate with Operations, QA and Team Leaders to identify gaps and needs.
• Ensure adherence to SOPs, quality standards and customer service expectations.
• Maintain training MIS, batch reports and related documentation.

Connaissances

Training experience

International support

Communication skills

Presentation skills

PowerPoint

Excel

Documentation

Coaching

Outils

PowerPoint

Excel

Word

Description du poste

Job Title: Process Trainer

Experience: Minimum 1 year of relevant training experience ( 1 yr on paper tariner )

Industry: BPO / ITES / Customer Support

Work Mode: Work From Office (WFO)

Key Responsibilities:

• Conduct classroom training, process training, communication skills training, and customer service training for new hires and existing employees.
• Deliver On-the-Job Training (OJT), nesting support, and refresher training sessions.
• Conduct Training Need Identification (TNI) and Training Need Analysis (TNA) to identify skill and knowledge gaps.
• Develop and deliver training materials, presentations, training modules, and assessments.
• Monitor trainee performance through assessments, mock calls, role-plays, and practical evaluations.
• Track training effectiveness, trainee progress, attendance, and certification results.
• Provide constructive feedback, coaching, and action plans to improve employee performance.
• Coordinate with Operations, Quality Assurance (QA), and Team Leaders to identify performance gaps and training requirements.
• Ensure adherence to process guidelines, SOPs, quality standards, and customer service expectations.
• Maintain training MIS, batch reports, assessment scores, and other relevant training documentation.

Required Skills and Qualifications:

• Minimum 1 year of hands-on training experience, preferably in a BPO/ITES environment.
• Prior experience in international voice or semi-voice support is highly preferred.
• Good understanding of TNI, TNA, OJT, classroom training, nesting, and refresher training.
• Strong verbal and written communication skills.
• Good presentation, facilitation, and classroom management skills.
• Ability to coach, mentor, and engage trainees effectively.
• Understanding of customer service fundamentals, call handling, quality parameters, and process compliance.
• Proficiency in MS PowerPoint, Excel, Word, and training documentation.
• Strong analytical, interpersonal, and problem-solving skills.
• Willingness to work from the office and accommodate night shifts.
• Comfortable working 5 days a week with 2 days off.

Preferred Candidate Profile:

• Candidates currently working as Process Trainers, Voice Trainers, Customer Service Trainers, or BPO Trainers.
• Experience handling new-hire training, process transitions, OJT, nesting, and refresher batches.
• Exposure to international customer support processes and quality improvement initiatives.
• Candidates who can demonstrate measurable improvements in trainee performance, quality scores, or process readiness.

Shifts : Rotational Shifts

Work Schedule: 5 Days Working | 2 Rotational Offs

Ctc- 7Lpa