Process Trainer

Now Hiring:
Process Trainer – Domestic BPO Operations |

Location:

Gurugram (Onsite)

Designation:  Process Trainer

Department:  Training & Development – Domestic BPO

Location:

Gurugram (Onsite)

Relevant Experience Required

Minimum 4 years of on-paper experience as a Process Trainer in the Domestic BPO sector
Total experience: 4+ years in Training & Development roles preferred

Key Responsibilities

Deliver end-to-end new hire training aligned with client processes and organizational standards
Conduct refresher training for existing team members to ensure continuous performance improvement
Develop and manage training modules, PPTs, and learning materials prior to training sessions
Handle mock calls, live call barging, and post-training handover assessments to the Process Head
Conduct feedback sessions, assess training effectiveness, and take corrective actions as needed
Create engaging and instructional content using a variety of training formats and techniques
Provide training on objection handling, rebuttal strategies, and customer interaction excellence
Act as a single point of contact for managing process updates and disseminating information across teams
Maintain and update training manuals, SOPs, process documents, and course content regularly
Prepare detailed training performance reports and present them to HOD and Senior Management on a weekly/monthly basis
Drive result-oriented improvement programs for existing staff to enhance efficiency and quality

Qualifications & Skills

Graduate degree in any discipline
Proven experience in training and development within Domestic BPO environments
Excellent verbal and written communication skills in English and Hindi
Strong presentation, content development, and feedback skills
Ability to analyze training outcomes, modify methodologies, and ensure measurable improvements
Proficiency in MS PowerPoint, Excel, and digital learning tools

Skills:

- Training and Development, Sales training, Business Process Outsourcing (BPO) and Training Modules