Tech Mahindra is seeking an experienced and dynamic Process Trainer to join our BPO operations team. This role is critical to ensuring that new and existing employees are well-equipped with the knowledge, skills, and processes required to deliver exceptional customer service and meet operational goals.
As a Process Trainer, you will design, deliver, and assess training programs for employees across various BPO functions, focusing on quality, efficiency, and adherence to client standards. The ideal candidate combines expertise in training delivery, strong communication skills, and a deep understanding of BPO operations.
Key Responsibilities
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Develop, plan, and deliver training sessions for new hires and existing staff across BPO operations
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Create comprehensive training materials, manuals, and SOPs for various processes
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Conduct classroom and virtual training sessions to ensure employees understand process workflows and standards
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Evaluate trainee performance and provide constructive feedback
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Continuously update training content to reflect process changes and client requirements
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Collaborate with operations managers to identify skill gaps and training needs
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Monitor post-training performance and implement refresher or corrective training sessions
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Maintain training records and metrics to track effectiveness and employee progress
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Act as a subject matter expert for process queries and support teams in day-to-day operations
Required Skills and Qualifications
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Excellent communication and presentation skills
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Strong knowledge of BPO operations, processes, and quality standards
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Proficiency in MS Office (Word, Excel, PowerPoint)
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Ability to design engaging and effective training modules
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Strong interpersonal and mentoring skills
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Problem-solving ability and attention to detail
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Capacity to manage multiple training programs simultaneously
Experience
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Bachelor’s degree in any discipline; BPO/Operations experience preferred
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2–5 years of experience in BPO operations or process training
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Previous experience in conducting employee training sessions and workshops
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Experience in international or domestic BPO processes is an advantage
Working Hours
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Full-time position
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Rotational shifts may be required based on BPO operations schedules
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Flexibility to conduct training sessions as per business requirements
Knowledge, Skills, and Abilities
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Strong understanding of BPO workflow, client requirements, and service-level agreements
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Ability to analyze process gaps and recommend training solutions
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Capacity to engage and motivate trainees for optimal learning outcomes
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Excellent organizational and time management skills
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Adaptability to changing processes and client expectations
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Professional attitude with a focus on quality and consistency
Benefits
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Competitive salary and performance incentives
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Opportunity to work with a global BPO and leading clients
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Professional growth and career development opportunities
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Access to training programs and skill enhancement initiatives
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Supportive work environment and team-oriented culture
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Health and wellness benefits as per company policy
Why Join Tech Mahindra
Tech Mahindra is a global leader in IT and BPO services, committed to delivering excellence through innovation and people development. By joining Tech Mahindra as a Process Trainer, you will play a vital role in shaping talent, enhancing operational efficiency, and contributing to the organization’s success while building a rewarding career.
How to Apply
Interested candidates can apply through the official Tech Mahindra careers portal or via authorized recruitment channels. Shortlisted candidates will be contacted for assessment and interview rounds.