Job Description

Role & responsibilities

• Deliver New Hire Training (NHT), OJT, and refresher programs focused on voice communication, product knowledge, and customer handling skills.
• Conduct voice, accent neutralization, soft skills, and customer experience training for call center associates.
• Facilitate product and process training aligned with client requirements, SOPs, and business updates.
• Own end-to-end training throughput, including assessments, certifications, and transition to floor.
• Track training effectiveness through PKTs, dip checks, call audits, and post-training performance metrics.
• Identify performance gaps and recommend targeted coaching and improvement plans.
• Create, update, and maintain training content, SOPs, assessments, and knowledge assets.
• Conduct calibrations and feedback sessions in partnership with Quality and Operations.
• Support process transitions, product launches, and change management initiatives.
• Publish weekly/monthly training MIS and dashboards for stakeholders.

Preferred candidate profile

• Bachelors degree or equivalent.
• 6+ years of experience as a Voice Trainer / Product Trainer in a BPO, KPO, or customer experience environment.
• Strong exposure to voice processes, customer handling, and product/process training.
• Experience in delivering classroom, virtual, and on-the-job training.
• Hands-on experience with LMS, training assessments, and reporting.

Job Classification

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