Product Trainer

Stelling Technologies; Ernakulam; On-site; INR 600,000 - 900,000; Full time

Job summary

Stelling Technologies seeks a Soft Skills & Product Trainer to onboard call center agents, deliver communication and product training, and develop engaging training materials.

The role involves conducting inductions, refresher sessions, and coaching based on performance data, with collaboration across Operations and Quality teams. Bachelor's degree and training experience are required; certification is a plus.

Qualifications

• Bachelor’s degree in any discipline with 1+ year training experience.
• Experience in product/process training and soft skills coaching.
• Certification in Training & Development is a plus.

Responsibilities

• Conduct induction and product training for new hires.
• Deliver soft skills training on communication, customer service, and call handling.
• Organize refresher sessions and coaching based on quality and performance feedback.
• Develop and update training materials, presentations, and assessments.
• Work closely with Operations and Quality teams to address training needs.
• Evaluate trainee performance through assessments and maintain training records.
• Track training effectiveness and prepare basic training reports.

Skills

Communication skills

Presentation skills

Customer service

Call handling

AHT knowledge

CSAT knowledge

FCR knowledge

QA scores

PowerPoint

Excel

Training content creation

Education

Bachelor's degree in any discipline

Training & Development certification

Tools

PowerPoint

Excel

Job description

Job Summary

We are looking for aSoft Skills & Product Trainerto train and develop call center agents in communication, customer service, and product knowledge. The role involves onboarding new employees, conducting refresher training, identifying skill gaps, and supporting overall team performance.

Key Responsibilities

• Conduct induction and product training for new hires.
• Deliver soft skills training on communication, customer service, and call handling.
• Organize refresher sessions and coaching based on quality and performance feedback.
• Develop and update training materials, presentations, and assessments.
• Work closely with Operations and Quality teams to address training needs.
• Evaluate trainee performance through assessments and maintain training records.
• Track training effectiveness and prepare basic training reports.

Required Skills

• Strong communication and presentation skills.
• Good knowledge of customer service and call handling techniques.
• Understanding of call center KPIs such as AHT, CSAT, FCR, and QA scores.
• Ability to conduct engaging training sessions.
• Proficiency in MS PowerPoint, Excel, and training content preparation.

Qualifications

• Bachelor's degree in any discipline.
• 2 to 5 years of experience in a call center, including at least 1 year in a training role.
• Experience in product/process training and soft skills coaching.
• Prior experience in a BPO/KPO environment is preferred.
• Certification in Training & Development or Soft Skills Coaching is an added advantage.