Key Responsibilities

• Conduct end-to-end training for new hires and existing employees on process workflows, product knowledge, and customer service standards.
• Develop, update, and maintain training materials, SOPs, and assessments.
• Deliver effective classroom and floor training sessions aligned with business goals.
• Monitor performance of trainees and provide structured feedback, mentoring, and coaching.
• Coordinate with operations and quality teams to identify training needs and skill gaps.
• Conduct regular knowledge refreshers and upskilling sessions for the team.
• Track training effectiveness through assessments, evaluations, and performance metrics.
• Ensure adherence to e-commerce process guidelines, quality standards, and customer experience expectations.

Required Skills & Competencies

• Excellent communication skills (verbal and written).
• Strong presentation, facilitation, and interpersonal skills.
• Ability to mentor, motivate, and guide teams effectively.
• Good understanding of BPO operations and training frameworks.
• Strong analytical and observation skills to identify improvement areas.
• Proficiency in MS Office (Excel, PowerPoint, Word).

Qualifications

• Graduate in any discipline.
• 1–2 years of experience as a Process Trainer in a BPO environment (e-commerce experience preferred).