Process Trainer

Position:
Process Trainer – Contact Centre

Company: IGT Solutions

Role

Summary:

The Process Trainer will lead training initiatives in a contact center environment, ensuring high-quality performance, operational excellence, and customer satisfaction through effective training, coaching, and collaboration with leadership teams.

Key Responsibilities:

Execute and manage end-to-end training programs for new hires and existing staff
Measure and track training effectiveness and performance outcomes
Conduct regular observations, coaching, mentoring, and performance improvement sessions
Share MIS/reports with Operations on training progress and pending actions
Review and update training content to align with process changes
Participate in internal and external calibrations
Deliver refresher trainings based on Training Needs Identification (TNI)
Manage knowledge checks for new hires and production staff

Required Skills &

Qualifications:

Excellent written and verbal communication skills in English
Strong customer and client-handling abilities
Flexibility to work across shifts
Experience in process, product, soft skills, or upskilling training
Prior experience in contact center or service operations preferred

Working Hours :
24 x 7 Shift
9 hours shift with 1 hour break. Work From Office

Working Days:
5 Days working in a week

Benefits:
Rewards & Recognition (Awards & Gifts)
Interested candidate can share their cv-  - Swapnil