Process Trainer
- Azsquare Business
- 1 Positions
- Raipur
- 2 months ago
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Job Description
Role Overview The Trainer is responsible for end-to-end training ownership of non-voice processes, ensuring consistent delivery of high-quality training aligned with client requirements and business objectives. This role plays a critical part in stabilizing processes, improving quality metrics, supporting new launches, and developing future-ready talent across operations
Training Ownership Own end-to-end training for non-voice processes including process, product, and soft skills training. Create, review, and update SOPs, training decks, assessments, and certification frameworks. Drive nesting support and floor readiness for new batches
Process Excellence & Quality Improvement Analyze quality, productivity, and CSAT trends to identify training gaps. Conduct refresher, re-certification, and corrective training programs. Work closely with QA and Operations teams to improve accuracy, compliance, and SLA adherence. Act as a subject expert for process clarifications and escalations during training phases
Client & Business Alignment Ensure training content is fully aligned with client guidelines, updates, and compliance requirements. Support process transitions, new client launches, and scope expansions. Participate in internal and external audits related to training and process compliance.
People Development & Coaching Mentor trainers, SMEs, and high-performing agents to build a strong training pipeline. Conduct Train-the-Trainer (TTT) sessions when required. Provide structured feedback and coaching to associates for continuous improvement. Support internal promotions and career progression initiatives
Reporting & Documentation Maintain accurate training MIS, batch performance reports, certification records, and attendance. Share regular training effectiveness reports with stakeholders. Ensure documentation is audit-ready and version controlled.
Eligibility & Requirements Qualification: Graduate or above. Experience: 36 years in Non-Voice BPO processes with at least 2 years in a Trainer. Excellent written English skills with strong command over grammar, tone, and clarity. Strong understanding of chat, email, and back-office quality frameworks. Proven experience handling multiple processes or clients. Proficient in MS Excel, PowerPoint, and reporting tools. Ability to work in a fast-paced, deadline-driven environment.
Key Skills & Competencies Core Training & Process Ownership Advanced Written Communication Quality & SLA Management Coaching & Mentoring Training Needs Analysis (TNA) Stakeholder & Client Coordination Reporting & Documentation
Perks & Benefits PF & ESIC benefits Career growth and leadership exposure Stable process and learning-driven culture
Employement Category:
Employement Type: Full timeIndustry: BPO / Call CenterRole Category: Customer Service (International)Functional Area: Not SpecifiedRole/Responsibilies: Process TrainerContact Details:
Company: Square BusinessLocation(s): Raipur
Keyskills: quality assurance communication skills training analysis
Azsquare Business
AZSQUARE is a technology company which offers solutions across; using AZE Platform & Market Place to address the demanding needs of B2B & B2C users. Our core strength remains in building Tech() Stack, using thr help of Domain Experts across the globe. This ensures us to understand ...
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