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International BPO Trainer

1 month ago

Hyderabad, Telangana, India Nexgenhiringexperts Full time
Job Title: Trainer International BPO

We are seeking an experienced Trainer with a strong background in international BPO environments. The ideal candidate will have over 8 years of relevant experience in product and process training including soft skills. This role involves delivering training for customer support teams particularly in chat processes and banking services focusing on credit and debit card transactions fraud management and disputes.

Key Responsibilities:

• Conduct product and process training with emphasis on soft skills and customer interaction.
• Train teams on handling multiple chat formats such as dual live and multichat.
• Provide training on banking products particularly credit/debit card services including transaction management fraud detection and dispute resolution.
• Develop and maintain training materials including PowerPoint presentations and other learning aids.
• Implement and manage On-the-Job Training (OJT) programs evaluating their effectiveness and making improvements where necessary.
• Monitor training results including key performance indicators (KPIs) to ensure training meets business standards.
• Continuously update training materials to reflect changes in products processes and industry best practices.
• Conduct Pre and Post-Knowledge Tests (PKT) track performance and provide feedback to trainees.

Qualifications:

• Experience: Minimum of 8 years working in an international BPO environment with a focus on product and process training.
• Banking Knowledge: Familiarity with credit/debit card services including transactions payments and fraud management.
• Communication: Excellent communication skills both written and verbal.
• Chat Support: Experience in training teams to handle dual live and multichat systems.
• Training Techniques: Proficiency in Training Needs Identification (TNI) Training Needs Analysis (TNA) and On-the-Job Training (OJT).
• Technology Skills: Strong proficiency in creating training content using Microsoft PowerPoint.