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Trainer - International BPO

Fresher   Mumbai City   17 Jun, 2026
AQUILASYS CONSULTANCY PRIVATE LIMITED
Job LocationMumbai City
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT Services & Consulting
Functional AreaCustomer Service (International)
EmploymentTypeFull-time

Job Description

    The primary role is to lead Call Center and Client Teams new hire and onfloor training activities including in house trainer development. Develop,periodically review and implement project-specific and StandardOperating Procedures (SOP) training for new and existing Call CenterEmployees.35 years of process training/teaching experience in back-office or voice operations, Graduation is Must - Rotational shift with rotational offJob Responsibilities:(Must have)Conduct NHT and periodically review contents/ training materialof the initial training of New Hires of the process.Develop and conduct Refreshers based on Training needs forexisting associates and help prepare them for the jobPreparation of Training Plans, and relevant Training reports andDashboards. And provide assistance in developing cross-trainingmaterials and SOPs, as requiredReview Existing Training Materials and Identify need forupdating the same. Should be able to create new content as andwhen necessaryDevelop and implement client-specific training programs andmaterial using input from Project Managers, client trainingmaterials and Knowledge System contents.Using trending data from Quality Assurance reports, create oneon-one or group trainings to resolve training discrepancies.Provide assistance in developing cross-training materials andSOPs, as required and facilitate role-playing, test, certification,and remediationEvaluate clients training requirements and establish traininggoals/completion milestonesJob Responsibilities:(Desired)(max 2)Work with the internal management staff to develop andfacilitate motivational activities for the advisors.If needed, should be able to assist Human Resources and CallCenter Management in participating in the selection process ofpotential candidatesP a g e 1 | 2Criteria:(Must have)(Max 4 pointers)Graduates from any stream or Global Equivalent degree.3-5 years of prior process training or teaching experience in aback office/voice type of project/company process.1-3 years of formal customer service and call center trainingexperience (Customer service experience for Voice and Backoffice operation activities is strongly preferred)Excellent verbal, written and interpersonal communication skillsCriteria:(Desired)(Max 2 pointers)Proficient in MS Office Excel, Word and Powerpointtime management skills and Outstanding customer service skillsand dedication to providing exceptional customer careShifts timings:Should be ready to work in flexible shifts, Rotating Day and NightWeek Off :5 days working, 2 Days Fixed Week offTransport :One way pick-up or drop (shift between 9pm to 6am) FemaleOne way pick-up or drop (shift between 12am to 6am) Male

Keyskills :
voice supportcommunication skills

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