Trainer

Imarque Solutions; Chennai District; On-site; INR 360,000 - 440,000; Full time

Job summary

Imarque Solutions is looking for a Process Trainer in Chennai, responsible for conducting onboarding and training new recruits. The ideal candidate will have 2-3 years of experience in a BPO voice process and must be fluent in English, Tamil, and Telugu.

Key responsibilities include delivering training modules, identifying performance gaps, and maintaining training records. Excellent presentation and classroom management skills are essential for this role.

Qualifications

• 2-3 years of experience delivering training within a BPO voice process.
• Strong understanding of BPO metrics like AHT, FCR, CSAT, and Quality Scores.
• Absolute fluency in English, Tamil, and Telugu.

Responsibilities

• Conduct end-to-end onboarding and process training.
• Identify performance gaps and execute targeted refresher modules.
• Deliver training modules effectively and update materials.
• Provide support to new agents during their nesting phase.
• Meet certification rates and training throughput timelines.
• Maintain records of training attendance and assessments.

Skills

Fluent in English

Fluent in Tamil

Fluent in Telugu

Excellent presentation skills

Public speaking skills

Interpersonal skills

Classroom management capabilities

Tools

MS Office (Excel, PowerPoint, Word)

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, and Telugu (Read, Write, and Speak)

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

• Experience: 23 years of core experience delivering process or communication training within a domestic or international BPO voice ecosystem.
• Language Skillset: Absolute fluency in English, Tamil, and Telugu. The ability to seamlessly translate or train in these regional languages is mandatory.
• 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.