Process Trainer (Inbound US Process)

About the Role: We are seeking an experienced Process Trainer Inbound US Process to deliver training excellence and drive performance in our international voice operations.

Key Responsibilities (KRA)

• Conduct new hire and refresher training for inbound US process teams

• Ensure smooth transition from training to production

• Collaborate with operations and quality teams for performance improvement

• Drive employee engagement and skill development

Key Performance Indicators (KPI)

• Training Effectiveness Posttraining assessment scores above 85%

• Attrition Control Training batch attrition kept under 10%

• Shrinkage Management Maintain shrinkage at 25% or lower

• AHT (Average Handle Time) Ensure trainees achieve < 5.5 minutes AHT

• CSAT (Customer Satisfaction) Maintain 85%+ scores posttraining

• FCR (First Call Resolution) Achieve 75%+ resolution in first contact

• SLA Compliance 80% calls answered within 20 seconds

Requirements

• Minimum 1 year experience as a Process Trainer in International Voice Process

• Strong communication, facilitation, and coaching skills

• Ability to manage training batches and performance metrics

• Immediate joiners preferred

Why Join Us

Competitive salary & incentives Career growth in international BPO training Exposure to US process operations Dynamic work culture

Apply Now Contact HR Sam directly:

• Call/WhatsApp: 9021641531 / 8169024278

• Email: hrsam.gs@gmail.com | sam.Johnson@globalservicehr.com