Trainer - II
On-site · Hyderabad, Telangana, India
Job Summary
ROLE: Trainer II with 3+ years North America customer service experience. Deliver new-hire, cross-skill, and refresher training for North America voice and chat processes; train agents on customer handling, soft skills, empathy, de-escalation, and call/chat control. Conduct classroom, virtual, and blended sessions aligned to US/Canada expectations; develop and customize training materials, simulations, role plays, and chat scenarios; provide compliance, data privacy, and security training for North American clients. Perform certification assessments, mock calls/chats, readiness evaluations; support nesting and live production with coaching and floor support. Collaborate with Operations, Quality, and Client stakeholders to address performance gaps; track, analyze, and report training effectiveness and trainee performance metrics. Requires 3–6 years of NA customer service experience and 1–3 years as Trainer/Coach/SME in a BPS environment; strong English, North American cultural understanding, and proficiency with training tools and LMS; willingness to work US business hours/night shifts.
Required Qualifications
- Graduate/Postgraduate in any discipline
- Certification in Training, Facilitation, or Instructional Design preferred
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