Process Trainer - Sales & Soft skill

Job Title

Process Trainer – Sales & Soft Skills

Location

Karol Bagh

Department

Training & Development / Operations

Reports To

Training Manager / L&D Lead

Employment Type

Full-Time

Job Summary

We are seeking an experienced and energetic Process Trainer with a strong background in BPO operations, specializing in Sales and Soft Skills training. The role involves onboarding new hires, delivering sales-specific process training, improving soft skills, and enhancing overall agent performance in alignment with business expectations.

Key Responsibilities

Deliver New Hire Training (NHT) focused on BPO-specific sales processes, customer service, and soft skills.

Facilitate sales training including objection handling, persuasion techniques, closing strategies, and KPI management.

Conduct training on essential soft skills such as communication, empathy, rapport building, and professionalism.

Design and update training modules, assessments, SOPs, and support materials based on client and process requirements.

Identify performance gaps through regular feedback, TNI (Training Need Identification), and floor observations.

Conduct refresher trainings, upskilling sessions, and on-the-job coaching for existing employees.

Coordinate with Operations, Quality, and HR to improve training outcomes and support business performance.

Evaluate training effectiveness through post-training assessments, call monitoring, and performance tracking.

Maintain training records, attendance logs, and feedback reports in compliance with internal and client audits.

Required Skills & Qualifications

Minimum 2–3 years of experience as a Trainer in a BPO environment (Voice/Sales Process).

Proven experience in conducting sales training and soft skills coaching in a BPO setup.

Strong understanding of BPO KPIs like AHT, CSAT, Conversion Rate, Quality Score, etc.

Excellent verbal and written communication skills.

Skilled in facilitating in-person training sessions.

Ability to adapt to fast-paced and dynamic process environments.

Proficient in MS Office (PowerPoint, Excel, Word) and common BPO tools (e.g., dialers, CRMs).

Preferred Qualifications

Graduate in any stream; additional certifications in Training Delivery, TTT (Train the Trainer), or Sales are a plus.

Exposure to Domestic Voice Process.

Familiarity with LMS platforms and digital learning tools.

Key Competencies

Strong facilitation and presentation skills

Leadership and influence

Empathy and emotional intelligence

Analytical and problem-solving mindset

Organized and detail-oriented

Continuous learning attitude

Interested Candidates can apply Hr Nancy at 9773743345

Pay

₹20,000.00 - ₹35,000.00 per month

Work Location

In person