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.

COMPANYNAME: InCRuiter India Pvt. Ltd. LOCATION: Bangalore, WFO

ROLE : Process Trainer - BPO (Business Process Outsourcing)

CTC: Not a constraint for good candidate EXPERIENCE: 5 years and Above

Performance Coaching:

- 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