Process Trainer ( US Voice Process)

Brief DescriptionJob Title: Process Trainer (Voice Process)   Location: Techno Park, Trivandrum, Kerala   Experience: 10+ years as a Process Trainer in International B2B technical Voice (phone/ call support) processes or in a similar training role within technical support, IT helpdesk, or customer service.   Shift Timings:

8:30 PM to 5:30 AM 4:30 AM to 1:30 PM 12:30 PM to 9:30 PM 24/7 Rotational shift

  Key Responsibilities:   Training & Development:

Design, develop, and deliver training programs for new hires and existing technical support agents. Conduct process, product, and soft skills training sessions. Create training materials, SOPs, FAQs, and knowledge base articles. Implement interactive learning techniques such as simulations, role-playing, and case studies. Define career growth plans for agents. Ensures process standardization across the team.

Performance Monitoring & Coaching:

Conduct assessments and evaluations to measure learning effectiveness. Monitor agent performance and provide refresher training sessions. Identify knowledge gaps and develop targeted training programs. Track training sessions and participation

  Process & Compliance Management:

Ensure that all agents follow standard operating procedures (SOPs). Work with Quality Assurance (QA) teams to identify process improvements. Keep training materials updated with the latest product and process changes.

  Collaboration & Reporting:

Coordinate with operations, quality, and product teams to align training with business goals. Generate reports on training effectiveness, agent performance, and knowledge retention. Recommend process improvements based on training feedback and performance analysis.

   Preferred SkillsRequired Skills & Qualifications:   Technical Knowledge: Familiarity with hardware/software troubleshooting, networking, and ticketing systems Training Skills: Strong presentation, facilitation, and coaching abilities. Analytical Thinking: Ability to analyze agent performance and improve training effectiveness. Communication: Excellent verbal and written communication skills. Tools & Technology: Experience with LMS (Learning Management Systems), MS Office, Google Workspace, and remote training platforms.   Click here to Apply : https://phykon.keka.com/careers/jobdetails/7495