We are looking for an experienced Process Trainer to manage training delivery, improve agent performance, and support operational excellence across inbound and outbound processes.
Key Responsibilities
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Monitor and manage key process metrics: Throughput, FAP, CSAT, Call Quality, Product Test Scores, etc.
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Provide agent-level feedback on quality and product knowledge.
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Report escalations to supervisors as needed.
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Manage and conduct BQM, refreshers, calibrations, NHT, TNA/TNI, OJT & mock calls.
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Prepare and maintain training schedules, reports, and documentation.
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Support team development with strong leadership and mentoring.
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Analyze operational challenges and recommend improvements.
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Ensure process/product knowledge and industry/domain understanding.
