Product Trainer

Trainer

Role Overview

The Trainer is responsible for end-to-end training ownership of non-voice processes, ensuring consistent delivery of high-quality training aligned with client requirements and business objectives. This role plays a critical part in stabilizing processes, improving quality metrics, supporting new launches, and developing future-ready talent across operations.

Key Responsibilities

Training Ownership

• Own end-to-end training for non-voice processes including process, product, and soft skills training.
• Create, review, and update SOPs, training decks, assessments, and certification frameworks.
• Drive nesting support and floor readiness for new batches.

Process Excellence Quality Improvement

• Analyze quality, productivity, and CSAT trends to identify training gaps.
• Conduct refresher, re-certification, and corrective training programs.
• Work closely with QA and Operations teams to improve accuracy, compliance, and SLA adherence.
• Act as a subject expert for process clarifications and escalations during training phases.

Client Business Alignment

• Ensure training content is fully aligned with client guidelines, updates, and compliance requirements.
• Support process transitions, new client launches, and scope expansions.
• Participate in internal and external audits related to training and process compliance.

People Development Coaching

• Mentor trainers, SMEs, and high-performing agents to build a strong training pipeline.
• Conduct Train-the-Trainer (TTT) sessions when required.
• Provide structured feedback and coaching to associates for continuous improvement.
• Support internal promotions and career progression initiatives.

Reporting Documentation

• Maintain accurate training MIS, batch performance reports, certification records, and attendance.
• Share regular training effectiveness reports with stakeholders.
• Ensure documentation is audit-ready and version controlled.

Eligibility Requirements

• Qualification: Graduate or above.
• Experience: 36 years in Non-Voice BPO processes with at least 2 years in a Trainer.
• Excellent written English skills with strong command over grammar, tone, and clarity.
• Strong understanding of chat, email, and back-office quality frameworks.
• Proven experience handling multiple processes or clients.
• Proficient in MS Excel, PowerPoint, and reporting tools.
• Ability to work in a fast-paced, deadline-driven environment.

Key Skills Competencies

• Core Training Process Ownership
• Advanced Written Communication
• Quality SLA Management
• Coaching Mentoring
• Training Needs Analysis (TNA)
• Stakeholder Client Coordination
• Reporting Documentation

Perks Benefits

• PF ESIC benefits
• Career growth and leadership exposure

Stable process and learning-driven culture

This job is provided by Shine.com