AM Training – Trainer & Process Coach

About the role

The AM Training position is responsible for designing and delivering process‑based training programs for new and existing agents. You will coach, mentor and assess agents to improve their spoken English, grammar, pronunciation, fluency and soft‑skill performance while ensuring quality standards are met.

Key responsibilities

• Design and develop training and test modules aligned with process training programs.
• Conduct new‑hire process training, assessments and on‑the‑job coaching.
• Monitor quality, CSAT and resolution scores to ensure batch performance meets defined norms within the first month.
• Interview, recruit and coordinate with HR for trainers and trainees.
• Ensure 100 % adherence to client‑driven SOPs and T&D compliance.
• Manage a team of trainers, delivering Train‑the‑Trainer and platform‑skill certifications.
• Liaise with MIS, Admin, HR, Payroll and IT to secure training resources and manage user IDs.
• Coordinate with stakeholders to run the new‑hire training process efficiently.
• Prepare and attend business/client reviews, driving action plans for performance improvement.
• Conduct root‑cause analysis and support process‑excellence initiatives.

Required profile

• Proven experience in designing and delivering process‑oriented training programs.
• Strong coaching and mentoring abilities with a focus on spoken English and soft‑skill development.
• Ability to monitor and improve quality, CSAT and resolution metrics.
• Excellent coordination skills with HR, MIS, Admin and IT teams.
• Experience managing trainer teams and conducting certifications.
• Analytical mindset for root‑cause analysis and process improvement.

Required skills

What we offer

• Opportunity to shape training programs for a high‑volume agent workforce.
• Collaborative environment with cross‑functional stakeholders.
• Professional growth through leadership of trainer teams and process‑excellence projects.