Process Trainer | Mohali | BPO

Digitide Solutions Limited; Mohali; On-site; INR 350,000 - 520,000; Full time

Job summary

Digitide Solutions Limited is seeking a seasoned Training professional to design and deliver comprehensive programs for new hires in a fast-paced BPO environment. You will conduct initial classroom and floor training, covering client processes, tools, and performance standards.

Additionally, you will lead refresher modules, coach agents, and participate in audits of calls, emails, and chats, collaborating with Operations, QA, and SMEs to ensure training content stays aligned with client updates.

Qualifications

• Must have Graduate with 4 years of total experience in BPO training
• Experience delivering both classroom and on-the-floor training
• Able to design refresher modules and coaching plans based on needs analysis

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 with Operations, QA, and SMEs to align training content with floor realities and client updates.

Skills

Training delivery

Soft skills training

Coaching & performance

Quality & audit awareness

Education

Graduate (10+2+3 yr 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.

Thanks & Regards

Kavita