Hiring For Process Trainer- Bangalore

Full-time Other-General

Key Responsibilities 1. Training Delivery Conduct New Hire Training (NHT) for inbound process agents. Deliver product, process, and system training related to customer service operations. Train agents on call handling, communication skills, and customer experience. Conduct refresher training sessions for existing employees. 2. Process & Product Knowledge Provide detailed training on Eureka Forbes products, services, and policies. Explain SOPs, escalation matrix, and customer complaint handling procedures. Ensure agents understand compliance and call quality standards. 3. Performance Monitoring Monitor trainee performance during nesting period. Conduct mock calls, role plays, and assessments. Provide feedback and coaching to improve agent performance. 4. Quality & Operations Coordination Work closely with Operations and Quality teams to identify training gaps. Analyze call quality scores, CSAT, and performance metrics. Conduct calibration sessions with QA teams. 5. Training Content Deve...