Trainer – Contact Center

About the role

We are looking for an enthusiastic Trainer to join our contact‑center team in Bengaluru. The role focuses on preparing and upskilling agents who handle healthcare voice processes, ensuring they deliver exceptional service and comply with industry standards.

Key responsibilities

• Conduct training sessions for new hires and existing agents on healthcare voice processes, customer service skills, and compliance protocols.
• Develop and deliver training materials such as presentations, role‑plays, and workshops to improve communication, problem‑solving, and customer handling abilities.
• Focus on voice modulation, clarity, pronunciation, and overall communication skills of agents.
• Ensure trainees are well‑versed in healthcare terminology, claims processes, and HIPAA compliance.
• Monitor and evaluate trainee performance, providing constructive feedback and guidance for improvement.
• Collaborate with operations and quality teams to identify training needs and implement customized learning programs.
• Maintain training records and prepare reports on training effectiveness, attendance, and assessments.
• Stay updated on healthcare industry trends and best practices to enhance training content.

Required profile

• Graduate in any discipline.
• Minimum 2 years of experience in a healthcare voice process or as a trainer in a BPO environment.
• Strong understanding of healthcare voice processes and customer engagement.
• Excellent verbal and written communication skills with focus on voice clarity and modulation.
• Ability to design and deliver engaging training sessions.
• Comfortable working fixed night shifts to align with international client requirements.

Required skills

• Training delivery and facilitation.
• Voice and communication coaching.
• Presentation and interpersonal skills.
• Attention to detail and adaptability.
• Time management and organizational abilities.

What we offer

• Competitive salary package.
• Transport facility for night shifts.
• Comprehensive training and development opportunities.
• Health insurance and other employee benefits.
• Collaborative and supportive work environment.