Process Trainer (Inbound US Process)

Global Services; Navi Mumbai; On-site; INR 350,000 - 550,000; Full time

Benefits offered by this job

Competitive salary incentives

Career growth in international BPO

Exposure to US process operations

Dynamic work culture

Job summary

Global Services is seeking an experienced Process Trainer for inbound US process operations. You will deliver new hire and refresher training, ensuring a smooth handover to production and collaborating with operations and quality teams to improve performance.

The role emphasizes coaching, facilitation, and driving engagement across training batches in an international BPO setting.

Qualifications

• Minimum 1 year experience as a Process Trainer in International Voice Process.
• Strong communication, facilitation, and coaching skills.
• Ability to manage training batches and performance metrics.

Responsibilities

• Conduct new hire and refresher training for inbound US process teams
• Ensure smooth transition from training to production
• Collaborate with operations and quality teams for performance improvement
• Drive employee engagement and skill development

Skills

Communication

Facilitation

Coaching

Training Delivery

Job description

About the Role: We are seeking an experienced Process Trainer Inbound US Process to deliver training excellence and drive performance in our international voice operations.

Key Responsibilities (KRA)

• Conduct new hire and refresher training for inbound US process teams
• Ensure smooth transition from training to production
• Collaborate with operations and quality teams for performance improvement
• Drive employee engagement and skill development

Key Performance Indicators (KPI)

• Training Effectiveness Posttraining assessment scores above 85%
• Attrition Control Training batch attrition kept under 10%
• Shrinkage Management Maintain shrinkage at 25% or lower
• AHT (Average Handle Time) Ensure trainees achieve 5.5 minutes AHT
• CSAT (Customer Satisfaction) Maintain 85%+ scores posttraining
• FCR (First Call Resolution) Achieve 75%+ resolution in first contact
• SLA Compliance 80% calls answered within 20 seconds

Requirements

• Minimum 1 year experience as a Process Trainer in International Voice Process
• Strong communication, facilitation, and coaching skills
• Ability to manage training batches and performance metrics
• Immediate joiners preferred

Why Join Us?

• Competitive salary incentives
• Career growth in international BPO training
• Exposure to US process operations
• Dynamic work culture