Process Trainer | Mohali | BPO

Digitide Solutions Limited; Dadri; On-site; INR 360,000 - 600,000; Full time

Job summary

Digitide Solutions Limited is seeking a Process Trainer to lead new hire induction and ongoing training for BPO operations in India. You will design and deliver classroom and on-the-floor sessions, focusing on client processes, tools, and overall service quality.

The role emphasizes soft skills coaching, accent neutralization, and effective communication to improve agent performance. Collaboration with Operations, QA, and SMEs is essential to reflect real floor needs.

Qualifications

• Graduate with 10+2+3 year degree.
• Minimum 4 years total experience, with at least 2 years as a Process Trainer in a BPO environment.

Responsibilities

• New Hire Induction: Deliver initial classroom and on-the-floor training for new batches, covering client-specific processes, tools, and systems.
• Soft Skills & Communication: Train associates on accent neutralization, voice modulation and customer handling techniques.
• Refresher & Remedial Training: Design and execute refresher modules and targeted coaching plans based on Training Needs Analysis (TNA).
• Call Accreditations & Audits: Evaluate live calls, emails, or chats to identify operational skill gaps.
• Collaboration: Work closely with Operations, Quality Assurance (QA), and SMEs to align training content with floor realities and client updates.

Education

Graduate (10+2+3 year degree)

Job description

Role & responsibilities

• New Hire Induction: Deliver initial classroom and on-the-floor training for new batches, covering client-specific processes, tools, and systems.
• Soft Skills & Communication: Train associates on accent neutralization, voice modulation and customer handling techniques.
• Refresher & Remedial Training: Design and execute refresher modules and targeted coaching plans (such as for bottom-quartile or PIP/Performance Improvement Plan agents) based on Training Needs Analysis (TNA)
• Call Accreditations & Audits: Evaluate live calls, emails, or chats (e.g., weekly/monthly targets per associate) to identify operational skill gaps.
• Collaboration: Work closely with Operations, Quality Assurance (QA), and Subject Matter Experts (SMEs) to align training content with floor realities and client updates.

Preferred candidate profile

Candidate must be Graduate (10+2+3 yr degree)

Must have overall 4 yr exp out of 2 yr as Process Trainer in BPO Segment.