Process Trainer - BPO

Role Summary: The role is responsible for training the new hires and existing agents on client products, process/ tools and monitoring the performance of the learners to ensure targets for the training are successfully met. Duties and Responsibilities: Deliver a high-quality learning experience for new employees & existing employees. Responsible for executing, tracking, and reporting Product, Process & Tools Training Maintain a conducive learning environment for the learners and effectively manage the classroom environment in a positive and professional manner. Maintain high level adherence to business ethics, policies, procedures, and processes. Participate in all training-related discussions with the clients and internal teams, attend all the client-related Train the Trainer sessions. Work with the Team Leaders & Ops Managers to conduct training needs analysis / skill gap identification and conduct refresher training(s) as required. Provide one-on-one coaching during training & nesting phase to ensure learning effectiveness. Track & report training adherence, attendance & absenteeism. Administer assessments aligned to the Activision product/ process curriculum. Review learner performance and provide feedback to address the knowledge & skill gaps. Provide feedback to delivery team & the Clients on the new hire/onboarding progress, performance & any concerns received during training. Close loop between Quality team, Team Leaders & Ops Managers and ensure course corrections are implemented. Minimum Requirement Qualifications: Excellent communication skills – Oral & Written Excellent presentation skills- can effectively conduct and facilitate both in person and virtual training sessions. Exhibit active listening skills and ensure the training sessions are participative, interactive & engaging. Strong customer service orientation The ability to maintain a productive and highly engaged work environment and motivate teams. Ability to adapt in a fast-paced and changing environment. Ability to work independently and take responsibility for seeing things through to completion. Passion for gaming with familiarity in gaming consoles/platforms/portable devices Proficient in MS Office Tools (MS Excel, PowerPoint, Word, Outlook) Should be flexible to work in-shifts as required by the business. Experience 5 Years of experience as Trainer