Key Responsibilities:- Conduct new hire training sessions for voice, non-voice, and blended processes.- Develop and update training modules, manuals, and assessments.- Evaluate trainees' performance through tests, role-plays, and mock calls.- Provide regular coaching, feedback, and performance improvement plans.- Collaborate with operations and quality teams to identify training needs.- Ensure training completion within defined timelines and quality standards.- Maintain reports of training progress, attendance, and assessment results.- Conduct refresher training sessions for existing employees to improve productivity and quality.- Stay updated with BPO industry trends, client requirements, and training methodologies.Requirements:- Bachelor's degree in any discipline (preferred).- Minimum 2 years of proven experience as a Trainer in the BPO industry (voice/non-voice).- Strong presentation and facilitation skills.- Excellent communication skills (English mandatory, additional languages an advantage).- Proficient in MS Office (Word, Excel, PowerPoint).- Ability to engage participants and adapt training methods to different learning styles.- Strong knowledge of BPO processes, customer service, and quality standards. (ref:updazz.com)
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