Process Trainer

1 day ago

Delhi, Delhi, India Atiya Herbs Full time ₹ 5,00,000 - ₹ 15,00,000 per year

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 23 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
  • Continuous learning attitude

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