Process Trainer (BPO)

Industry & SectorA fast-paced Business Process Outsourcing (BPO) and Contact Center environment delivering customer support, back‑office processing, and voice/non‑voice services for global clients. We focus on process excellence, SLA adherence, and continuous performance improvement.Primary Title: BPO Process Trainer (On‑site) — Location: IndiaAbout The OpportunityWe are hiring a proactive Process Trainer to design and deliver high-impact training for new hires and ongoing upskilling programs across voice and non‑voice processes. You will own curriculum delivery, standard operating procedure (SOP) rollout, competency assessments, and frontline coaching to drive quality and productivity across service lines.Role & ResponsibilitiesDesign and deliver instructor-led and virtual classroom training for onboarding, refresher programs, and process rollouts aligned to client SLAs.Create and maintain training materials—SOPs, job aids, e‑learning modules, quizzes, and assessments—using authoring tools and the LMS.Conduct training needs analysis and map competency gaps to tailored learning interventions and coaching plans.Partner with Quality and Operations to translate QA findings into targeted coaching and measurable performance improvements.Facilitate call monitoring calibration sessions and maintain training metrics: attendance, assessment scores, time‑to‑competency, and pass rates.Champion continuous improvement by updating curriculum for process changes, new product launches, and client escalations.Skills & QualificationsMust‑HaveProven experience delivering training in a BPO or contact center environmentHands‑on experience with Learning Management Systems (LMS) for course deployment and trackingProficiency in e‑learning authoring tools—Articulate Storyline or Adobe CaptivateStrong presentation and course material development using Microsoft PowerPointFamiliarity with call recording/quality tools (e.g., Calabrio, NICE, or Verint) and QA frameworksExposure to CRM platforms (e.g., Salesforce, Zendesk) and process documentation best practicesPreferredInstructional design experience or certification (ID, ADDIE, or equivalent)Train‑the‑Trainer certification or demonstrable facilitation credentialsExperience with virtual classroom tools (Zoom, Microsoft Teams) and blended learning deliveryBenefits & Culture HighlightsOn‑site role with structured career paths into Learning & Development or Quality functionsExposure to multiple client processes and opportunities to lead process improvement initiativesCollaborative, metrics‑driven culture focused on coaching, recognition, and continuous learningTo apply, bring a track record of measurable training outcomes, strong instructional capability, and a service‑oriented mindset. This role is ideal for trainers who thrive in high‑volume BPO operations and are passionate about turning learning into measurable performance gains.Skills: articulate storyline,salesforce,microsoft powerpoint,communication,operations,bpo