Job Summary We are seeking an experienced and highly skilled Process Trainer with a background in BPO, customer service, and handling nesting teams. The ideal candidate will have expertise in auditing various tasks, including calls, emails, and chats, while ensuring adherence to the 7 quality parameters. The Process Trainer will be responsible for coaching and mentoring team members, creating effective training materials, and contributing to the continuous improvement of our operational processes.

Job Description

Training Program Development: • Design, develop, and update training modules for BPO processes, ensuring alignment with organizational objectives and industry best practices • Create engaging and interactive training materials encompassing product knowledge, customer service skills, and adherence to quality parameters. Training Delivery: • Conduct training sessions for new hires and existing team members on processes, systems, and soft skills • Foster a positive learning environment and facilitate effective knowledge transfer to enhance team performance. Quality Audits: • Perform regular audits on calls, emails, and chats, evaluating adherence to established quality parameters • Provide constructive feedback to team members and assist in implementing corrective actions for continuous improvement. Nesting Team Management: • Manage end-to-end nesting processes, including onboarding new team members and overseeing their transition to full production • Ensure that nesting teams are adequately prepared and trained to meet performance expectations.

• Provide individual and group coaching sessions to address performance gaps and enhance overall team efficiency • Identify training needs through performance analysis and implement targeted coaching strategies. Collaboration: • Collaborate with Operations Managers, Team Leads, and Quality Assurance teams to align training initiatives with organizational goals • Regularly communicate with stakeholders to understand evolving business requirements and tailor training programs accordingly. Documentation and Reporting: • Maintain accurate and up-to-date records of training sessions, performance evaluations, and coaching activities • Generate and analyze reports to measure the effectiveness of training programs and identify areas for improvement. Candidate

Criteria Qualification:

• Proven experience (5 years) as a Process Trainer in a BPO environment, preferably in customer service roles • Strong background in handling nesting teams and conducting end-to-end training programs • In-depth knowledge of quality parameters, with the ability to conduct effective audits • Excellent coaching and mentoring skills with a focus on improving team performance • Proficient in creating and delivering engaging training materials • Strong organizational and communication skills. Skills: • Effective communication and interpersonal skills • Empathy and understanding of individual learning needs • Adaptability and flexibility in a dynamic work environment • Positive attitude and ability to motivate others • Continuous learner with a passion for professional development • If you are a dynamic professional with a track record of success in BPO training and possess the mentioned qualifications and skills, we invite you to apply for this exciting opportunity.