Trainer II
On-site · Gurugram, Haryana, India
Job Summary
Design, deliver, and evaluate onboarding and upskilling programs; coach agents, conduct process/soft skills training, and analyze performance data to improve quality metrics. Develop training materials, manage classroom logistics, and mentor junior trainers to meet client KPIs. Train on new hire orientation, process training (technical/product), and soft skills. Create and update modules, manuals, presentations, and assessments; monitor performance with side-by-sides and call listening; provide feedback and refreshers for underperformers. Track KPI-driven training effectiveness via surveys and post-training assessments; collaborate with Operations and Quality teams to align training with business objectives; act as SME to support junior trainers. Strong communication, facilitation, presentation, and interpersonal skills; proficiency with MS Office and LMS; experience with BPO operations and client-specific accents/tone.
Required Qualifications
- Bachelor’s degree in education, Human Resources, or a related field (preferred)
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