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