Process Trainer International Voice Process

Job Title: Process Trainer International Voice Process

Job Summary:

Process Trainer

Key Responsibilities:

• Deliver new hire training for international voice process (Inbound/Outbound/Customer Service/Technical Support).
• Conduct refresher sessions, upskill training, and floor support to improve performance and compliance.
• Collaborate with Operations and Quality teams to identify training needs and performance gaps.
• Develop, update, and maintain training modules, materials, and assessments aligned with client requirements and process updates.
• Monitor and evaluate trainee progress through tests, assessments, and feedback sessions.
• Provide on-the-job coaching and support during the nesting phase.
• Maintain training records and prepare reports for stakeholders.
• Conduct calibration sessions to align with process expectations.
• Ensure that all training activities comply with internal policies, client expectations, and industry standards.

Requirements:

• Experience:

  Total 4+ years of experience with 1+ years as Process Trainer in an international voice process (preferably BPO or Provider/Contact centre environment).

• Education:

  Graduate in any discipline (Bachelor’s degree preferred).

• Skills:

• Excellent English communication (verbal & written).
• Strong presentation and facilitation skills.
• Sound knowledge of customer service metrics (AHT, FCR, CSAT, etc.).
• Ability to adapt training to different learning styles and competency levels.
• Proficient in MS Office tools (PowerPoint, Excel, Word).
• Analytical and problem-solving mindset.

Preferred Qualifications:

• Experience working with US/UK/Australian clients.
• Certification in training, coaching, or related areas (e.g., Train the Trainer, Six Sigma Yellow Belt).
• Exposure to Learning Management Systems (LMS) and digital training tools.