Product Trainer – Non‑Voice BPO

About the role

The Product Trainer will own the complete training lifecycle for non‑voice BPO processes, delivering high‑quality, client‑aligned learning that supports new launches, process stability, and talent development.

Key responsibilities

• Design, deliver and continuously improve process, product and soft‑skill training for chat, email and back‑office operations.
• Create and maintain SOPs, training decks, assessments and certification frameworks.
• Provide nesting support and floor readiness for new batches of agents.
• Analyze quality, productivity and CSAT trends to identify gaps and conduct refresher or corrective training.
• Collaborate with QA and Operations to enhance accuracy, compliance and SLA adherence.
• Ensure training content complies with client guidelines and supports process transitions and audits.
• Coach and mentor trainers, SMEs and high‑performing agents; conduct Train‑the‑Trainer sessions.
• Maintain accurate training MIS, batch performance reports, certification records and attendance logs.

Required profile

• Graduate or higher degree.
• Minimum 3‑6 years experience in non‑voice BPO processes, with at least 2 years in a trainer role.
• Excellent written English with strong grammar, tone and clarity.
• Proven ability to handle multiple processes or clients in a fast‑paced, deadline‑driven environment.

Required skills

• Proficiency in MS Excel.
• Proficiency in PowerPoint.
• Experience with reporting tools and data analysis.

What we offer

• Provident Fund (PF) and ESIC benefits.
• Career growth and leadership exposure.
• Stable, learning‑driven culture.