Job Description

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.
Job Type: Full-time

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

Work Location: In person