Process Trainer

4 days ago

Karol Bagh Delhi Delhi, India Atiya healthcare group Full time

**Job Title: Process Trainer - Sales & Soft Skills**

**Location**: Karol Bagh
**Department**: Training & Development / Operations
**Reports To**: Training Manager / L&D Lead
**Employment Type**: Full-Time

**Job Summary**:
We are seeking an experienced and energetic **Process Trainer** with a strong background in **BPO operations**, specializing in **Sales and Soft Skills training**. The role involves onboarding new hires, delivering sales-specific process training, improving soft skills, and enhancing overall agent performance in alignment with business expectations.

**Key Responsibilities**:

- Deliver **New Hire Training (NHT)** focused on BPO-specific sales processes, customer service, and soft skills.
- Facilitate **sales training** including objection handling, persuasion techniques, closing strategies, and KPI management.
- Conduct training on essential **soft skills** such as communication, empathy, rapport building, and professionalism.
- Design and update **training modules, assessments, SOPs, and support materials** based on client and process requirements.
- Identify performance gaps through regular feedback, TNI (Training Need Identification), and floor observations.
- Conduct **refresher trainings, upskilling sessions, and on-the-job coaching** for existing employees.
- Coordinate with **Operations, Quality, and HR** to improve training outcomes and support business performance.
- Evaluate training effectiveness through **post-training assessments, call monitoring, and performance tracking**.
- Maintain training records, attendance logs, and feedback reports in compliance with internal and client audits.

**Required Skills & Qualifications**:

- **Minimum 2-3 years of experience as a Trainer in a BPO environment** (Voice/Sales Process).
- Proven experience in conducting **sales training and soft skills coaching** in a BPO setup.
- Strong understanding of **BPO KPIs** like AHT, CSAT, Conversion Rate, Quality Score, etc.
- Excellent **verbal and written communication** skills.
- Skilled in facilitating **in-person training sessions**.
- Ability to adapt to fast-paced and dynamic process environments.
- Proficient in **MS Office (PowerPoint, Excel, Word)** and common BPO tools (e.g., dialers, CRMs).

**Preferred Qualifications**:

- Graduate in any stream; additional certifications in **Training Delivery, TTT (Train the Trainer), or Sales** are a plus.
- Exposure to **Domestic Voice Process**.
- Familiarity with LMS platforms and digital learning tools.

**Key Competencies**:

- Strong facilitation and presentation skills
- Leadership and influence
- Empathy and emotional intelligence
- Analytical and problem-solving mindset
- Organized and detail-oriented.

Pay: ₹30,000.00 - ₹60,000.00 per month

Work Location: In person

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