Process Trainer

2 days ago

Bengaluru, Karnataka, India MINDTEL GLOBAL Full time ₹ 2,00,000 - ₹ 12,00,000 per year

About The Opportunity
A role in the Business Process Outsourcing (BPO) and customer experience management sector supporting large-scale contact center operations across India. This on-site position focuses on agent onboarding, upskilling, and sustaining high service quality across voice and digital channels. You will join a fast-growing, operations-driven environment to build training programs that directly impact customer satisfaction and business KPIs.

Role & Responsibilities

  • Design and deliver instructor-led and blended training programs for new hires and existing agents across voice, chat, email and back-office processes.
  • Conduct training needs analysis and develop curriculum, SOPs, job-aids, role-plays and scenario-based simulations tailored to live contact center workflows.
  • Manage LMS content and course administration: upload modules, schedule sessions, track completion and generate learner performance reports.
  • Provide regular coaching through live monitoring, calibration sessions and one-on-one feedback to improve QA scores, AHT, CSAT and first-contact resolution.
  • Partner with Operations and Quality teams to update training materials for process changes, compliance requirements and new product launches.
  • Maintain training metrics dashboards, analyze training effectiveness (ramp time, pass rates) and recommend continuous improvement actions.

Skills & Qualifications
Must-Have (skills & tools)

  • Call Center Operations
  • Training Needs Analysis
  • Instructional Design
  • Learning Management Systems
  • eLearning Authoring Tools
  • Voice Quality Monitoring
  • Performance Coaching
  • Microsoft PowerPoint

Preferred (differentiators)

  • Train-the-Trainer
  • ATD Certification
  • Speech Analytics

Minimum Qualifications

  • Proven experience as a trainer or learning specialist within BPO/contact center environments (on-site delivery required).
  • Strong command of English; additional regional languages are an advantage.
  • Comfortable working on-site at designated contact center locations across India and flexible with shift schedules.

Benefits & Culture Highlights

  • Hands-on, high-impact role with clear visibility to operations and quality leadership.
  • Structured learning & development for trainers and opportunities to progress into Quality/Operations or L&D leadership.
  • Competitive compensation with performance-linked incentives and a collaborative, metrics-driven culture.

To apply: ideal candidates should be passionate about adult learning, experienced in fast-paced contact center environments, and ready to deliver measurable improvement in agent performance and customer outcomes. This on-site opportunity is based in India and requires daily presence at the assigned contact center location.

Skills: microsoft powerpoint,training,bpo,speech analytics,operations,training needs analysis,instructional design,learning management systems

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