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Process Trainer

Fresher   Raipur   17 Jun, 2026
Square Business Services Pvt Ltd
Job LocationRaipur
EducationNot Mentioned
SalaryNot Disclosed
IndustryBPO / Call Center
Functional AreaCustomer Service (Domestic)
EmploymentTypeFull-time

Job Description

    Trainer Role OverviewThe 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.Key Responsibilities 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

Keyskills :
training deliverytraining needs

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