Process Trainer

2 hours ago

Bengaluru, India NETRTECH SOLLUTIONS Full time

A trainer is the one who trains, coaches, and develops skills amongst the new associates & poor performers, to improve their product knowledge, performance and achieve higher customer satisfaction. Trainer is expected to maintain expert status in single / multiple lines of business, and will regularly do so by handling routine customer interactions in voice, non-voice environment.

**Trainer Duties and Responsibilities**

1. To train new hires on product, process and customer handling skills

2. Maintain batch reports and measure effectiveness post 30 days of conducting refresher

3. Complete daily tracking, including end of day course evaluation and trainee assessments

4. Research product information for each account assigned by attending team meetings and periodic calibrations sessions, side by side observations, and call monitoring for training department purposes

5. Maintain updated course and training evaluations for management review

7. Gathers documents and distributes clear information from updates received by corporate training and the client

9. Coordinates efforts with the Quality Team to assist in the quality improvement process of the agents via TNI’s and refresher sessions

10. Participates in calibration meetings with the Client, QA and Results management team to ensure information being trained is up-to-date

**Trainer - Skills**

1) Outstanding customer service skills and dedication to providing exceptional customer care

2) Must be self-motivator and self-starter

3) Excellent facilitation skills

4) Exceptional listening skills

5) Solid time management skills

6) Must be able to effectively deal with internal & external stakeholders

7) Creative ability & writing proficiency

8) Ability to multitask and successfully operate in a fast paced, team environment

9) Must adapt well to change and successfully set and adjust priorities as needed

**Trainer - Minimum requirements**

1. 2-3 years of BPO Experience with 6-12 months of experience in training delivery

2. Graduate / 3-year Diploma

3. Excellent verbal, written and interpersonal communication skills

4. Must be proficient with Microsoft Office (Word, Excel, PowerPoint)

5. Excellent presentation skills

**Trainer - Screening process**

**1. HR round - personal round & hygiene check**

**2. Training round - interview & presentation round**

**3. Language, Aptitude & Excel skills**
- **Excel test**_
- **CS aptitude test - MERITTRAC Aptitude Test (Verbal, Analytical & Numerical ability)**_
- **English communication test - Versant 4 Skills Essential (Speaking, Listening, Reading, Writing)**_

**4. Client round**

**Salary**: ₹420,000.00 per year

Schedule:

- Rotational shift

**Experience**:

- Process Trainer (BPO): 1 year (preferred)

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