About the Role

We are hiring a Process Trainer to support our BPO operations. The role is responsible for delivering training programs that equip new hires and existing employees with the necessary knowledge, skills, and behaviors to perform effectively in a contact center environment.

You will play a key role in onboarding, upskilling, and ensuring consistent process understanding across teams handling Financial, Healthcare, or Insurance accounts.

Key Responsibilities

• Facilitate new hire training (NHT) for BPO agents
• Conduct process, product, and system training sessions
• Deliver refresher and upskilling training programs
• Evaluate trainee performance through assessments, mock calls, and evaluations
• Support onboarding transition and nesting activities
• Coordinate with Operations, QA, and SMEs for process updates
• Update and maintain training materials and modules
• Coach trainees and provide performance feedback

Qualifications

• At least 2 years in college (no back subjects required)
• Minimum 2 years BPO experience
• At least 1 year experience as a Process Trainer
• Experience in Financial, Healthcare, or Insurance accounts preferred
• Strong communication and presentation skills
• Comfortable facilitating classroom and virtual training sessions
• Willing to work onsite

Must-Have Skills

• Training facilitation and public speaking
• Strong English communication skills
• BPO process knowledge (voice, chat, email support)
• Basic reporting and documentation skills (Excel, PowerPoint)
• Stakeholder coordination (Operations, QA, L&D)

Work Setup

• Onsite reporting
• Shifting schedule depending on training requirements

Why Join Us?

• Work in a dynamic BPO environment
• Exposure to global Financial, Healthcare, and Insurance accounts
• Opportunity to grow in Learning & Development
• Competitive compensation package (based on experience)