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square business services pvt ltd
Product Trainersquare business services pvt ltd • Raipur, India
Product Trainer

Product Trainer

square business services pvt ltd • Raipur, India
9 days ago
Job description
Trainer

Role Overview

The Trainer is responsible for end-to-end training ownership of non-voice processes, ensuring consistent delivery of high-quality training aligned with client requirements and business objectives. This role plays a critical part in stabilizing processes, improving quality metrics, supporting new launches, and developing future-ready talent across operations.

Key Responsibilities

Training Ownership

  • Own end-to-end training for non-voice processes including process, product, and soft skills training.
  • Create, review, and update SOPs, training decks, assessments, and certification frameworks.
  • Drive nesting support and floor readiness for new batches.

Process Excellence Quality Improvement

  • Analyze quality, productivity, and CSAT trends to identify training gaps.
  • Conduct refresher, re-certification, and corrective training programs.
  • Work closely with QA and Operations teams to improve accuracy, compliance, and SLA adherence.
  • Act as a subject expert for process clarifications and escalations during training phases.

Client Business Alignment

  • Ensure training content is fully aligned with client guidelines, updates, and compliance requirements.
  • Support process transitions, new client launches, and scope expansions.
  • Participate in internal and external audits related to training and process compliance.

People Development Coaching

  • Mentor trainers, SMEs, and high-performing agents to build a strong training pipeline.
  • Conduct Train-the-Trainer (TTT) sessions when required.
  • Provide structured feedback and coaching to associates for continuous improvement.
  • Support internal promotions and career progression initiatives.

Reporting Documentation

  • Maintain accurate training MIS, batch performance reports, certification records, and attendance.
  • Share regular training effectiveness reports with stakeholders.
  • Ensure documentation is audit-ready and version controlled.

Eligibility Requirements

  • Qualification: Graduate or above.
  • Experience: 36 years in Non-Voice BPO processes with at least 2 years in a Trainer.
  • Excellent written English skills with strong command over grammar, tone, and clarity.
  • Strong understanding of chat, email, and back-office quality frameworks.
  • Proven experience handling multiple processes or clients.
  • Proficient in MS Excel, PowerPoint, and reporting tools.
  • Ability to work in a fast-paced, deadline-driven environment.

Key Skills Competencies

  • Core Training Process Ownership
  • Advanced Written Communication
  • Quality SLA Management
  • Coaching Mentoring
  • Training Needs Analysis (TNA)
  • Stakeholder Client Coordination
  • Reporting Documentation

Perks Benefits

  • PF ESIC benefits
  • Career growth and leadership exposure

Stable process and learning-driven culture

This job is provided by Shine.com
Skills Required
Reporting Tools, Powerpoint, Mentoring, Ms Excel, Coaching
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Product Trainer • Raipur, India

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