Quality And Trainer

Imarque Solutions; Chennai District; On-site; INR 240,000 - 400,000; Full time

Job summary

Imarque Solutions in Chennai seeks a Process Trainer / Domain Trainer (Voice) with 2–3 years of experience in a BPO voice process to lead onboarding and ongoing training for new and existing agents.

You will deliver engaging training, manage nesting, monitor metrics like AHT, FCR, CSAT and Quality Scores, and maintain training records. Fluency in English, Tamil, Malayalam and Telugu is essential; position is on-site with immediate joiner preferred.

Qualifications

• 2–3 years of trainer experience in a BPO voice process.
• Strong knowledge of BPO metrics (AHT, FCR, CSAT, Quality Scores).
• Excellent communication and classroom management skills.

Responsibilities

• New Hire Training (NHT): conduct onboarding and process training for new recruits, ensuring benchmarks before nesting and production.
• Refresher & Upskilling Sessions: identify performance gaps across existing batches and execute targeted refresher modules to improve quality and operational metrics.
• Content Delivery & Maintenance: deliver training modules effectively, and periodically update training materials based on process updates or feedback from Quality and Operations.
• Nesting Support: provide hand-holding support to new agents during their nesting phase, offering real-time feedback and coaching.
• Throughput & Certification: meet target certification rates and training throughput timelines while maintaining high training quality.
• Reporting & Documentation: maintain meticulous records of training attendance, assessments, scores, and individual feedback trackers.

Skills

BPO metrics

Public speaking

Classroom management

Tools

MS Office

Job description

Position Overview

• Role: Process Trainer / Domain Trainer (Voice)
• Experience Required: 2 to 3 years as a Trainer in a BPO Voice Process
• Location: Chennai (On-site / Immediate Joiner preferred)
• Salary Range: Up to 4.0 LPA (Based on experience and current CTC)
• Language Proficiency: Fluent in English, Tamil, Malayalam and Telugu

Key Responsibilities

• New Hire Training (NHT): Conduct end-to-end onboarding and process training for new recruits, ensuring they meet the required benchmarks before nesting and production.
• Refresher & Upskilling Sessions: Identify performance gaps across existing batches and execute targeted refresher modules to improve quality and operational metrics.
• Content Delivery & Maintenance: Deliver training modules effectively, and periodically update training materials based on process updates or feedback from Quality and Operations.
• Nesting Support: Provide hand-holding support to new agents during their nesting phase, offering real-time feedback and coaching.
• Throughput & Certification: Meet target certification rates and training throughput timelines while maintaining high training quality.
• Reporting & Documentation: Maintain meticulous records of training attendance, assessments, scores, and individual feedback trackers.

Required Skills & Qualifications

• Domain Knowledge: Strong understanding of BPO metrics (e.g., AHT, FCR, CSAT, Quality Scores) and feedback mechanisms.
• Soft Skills: Excellent presentation, public speaking, and interpersonal skills. Must possess high patience and strong classroom management capabilities.
• Tools: Proficiency in MS Office (Excel, PowerPoint, Word) for creating presentations and tracking daily metrics.

Contact Person - Puneetha - HR Asst Manager

Contact Number - 9787212794