Walk-in | Process Trainer

Matrimony com; Chennai District; On-site; INR 350,000 - 500,000; Full time

Job summary

Matrimony com in Chennai seeks an experienced Process Trainer for BPO / Call Center training. The role covers new hire, process, refresher and upskilling programs, focusing on process, product, customer handling, communication and soft skills.

You will develop training modules, SOPs and assessments, monitor effectiveness through evaluations, and collaborate with Operations, Quality and HR to identify training needs.

Qualifications

• 2–6 years of experience in BPO / Call Center / Customer Service Training.
• Prior experience as a Process Trainer / Voice & Soft Skills Trainer / BPO Trainer.
• Strong communication, presentation and facilitation skills.
• Good understanding of BPO operations, quality metrics and CSAT, AHT, FCR KPIs.

Responsibilities

• Conduct new hire, process, refresher and upskilling training.
• Deliver training on process, product, customer handling, communication and soft skills.
• Prepare and update training modules, SOPs, assessments and materials.
• Conduct TNI based on performance and quality gaps.
• Monitor training effectiveness through assessments and performance tracking.
• Coordinate with Operations, Quality and HR to identify training needs.
• Provide feedback and coaching to improve CSAT, Quality, AHT, FCR and productivity.
• Maintain training MIS, attendance, assessment scores and reports.
• Handle floor, classroom and virtual training as required.

Skills

Communication skills

Presentation

Facilitation

MS Office / Excel / PowerPoint

Tools

MS Office

Excel

PowerPoint

Job description

Position: Process Trainer BPO / Call Center

Job Location: Chennai
Experience: 26 Years
Industry: BPO / Call Center / Customer Service

Job Responsibilities

• Conduct new hire training, process training, refresher training and upskilling programs.
• Deliver training on process, product, customer handling, communication and soft skills.
• Prepare and update training modules, SOPs, assessments and training materials.
• Conduct TNI (Training Needs Identification) based on performance and quality gaps.
• Monitor training effectiveness through assessments, nesting support and performance tracking.
• Coordinate with Operations, Quality and HR teams to identify training requirements.
• Provide feedback and coaching to improve CSAT, Quality, AHT, FCR and productivity.
• Maintain training MIS, attendance, assessment scores and performance reports.
• Handle floor training, classroom training and virtual training as required.

Candidate Profile

• 2–6 years of experience in BPO / Call Center / Customer Service Training.
• Prior experience as a Process Trainer / Voice & Soft Skills Trainer / BPO Trainer.
• Strong communication, presentation and facilitation skills.
• Good understanding of BPO operations, quality metrics and customer service KPIs.
• Should be comfortable handling classroom and virtual training sessions.
• Good knowledge of MS Office / Excel / PowerPoint.
• Ability to engage, motivate and coach large batches of employees.

BPO Trainer | Process Trainer | Call Center Trainer | Customer Service Trainer | Voice Process Trainer | Soft Skills Trainer | Training & Development | BPO | Customer Service | Quality | CSAT | AHT | FCR | TNI | Nesting