Job Title: Process Trainer (Voice Process)
Location: Techno Park, Trivandrum, Kerala
Experience: 8-10 years as a Process Trainer in International B2B technical Voice (phone/ call support) processes or in a similar training role within technical support, IT helpdesk, or customer service.
Shift Timings:
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8:30 PM to 5:30 AM
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4:30 AM to 1:30 PM
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12:30 PM to 9:30 PM
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24/7 Rotational shift
Key Responsibilities:
Training & Development:
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Design, develop, and deliver training programs for new hires and existing technical support agents.
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Conduct process, product, and soft skills training sessions.
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Create training materials, SOPs, FAQs, and knowledge base articles.
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Implement interactive learning techniques such as simulations, role-playing, and case studies.
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Define career growth plans for agents.
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Ensures process standardization across the team.
Performance Monitoring & Coaching:
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Conduct assessments and evaluations to measure learning effectiveness.
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Monitor agent performance and provide refresher training sessions.
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Identify knowledge gaps and develop targeted training programs.
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Track training sessions and participation
Process & Compliance Management:
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Ensure that all agents follow standard operating procedures (SOPs).
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Work with Quality Assurance (QA) teams to identify process improvements.
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Keep training materials updated with the latest product and process changes.
Collaboration & Reporting:
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Coordinate with operations, quality, and product teams to align training with business goals.
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Generate reports on training effectiveness, agent performance, and knowledge retention.
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Recommend process improvements based on training feedback and performance analysis.
Required Skills & Qualifications:
Technical Knowledge: Familiarity with hardware/software troubleshooting, networking, and ticketing systems
Training Skills: Strong presentation, facilitation, and coaching abilities.
Analytical Thinking: Ability to analyze agent performance and improve training effectiveness.
Communication: Excellent verbal and written communication skills.
Tools & Technology: Experience with LMS (Learning Management Systems), MS Office, Google Workspace, and remote training platforms.
Must Have :
Hands-on experience facilitating training sessions tailored to B2B operational workflows.- Hands-on experience training international customer or technical support teams, specifically in developing soft skills and voice/accent neutralization techniques to ensure clear and effective communication.
