BPO Trainer – vaani infosystems pvt ltd – Full Job Description

Company: vaani infosystems pvt ltd
Location: Gurugram, Haryana
Job Type: Permanent, Full-time
Salary: ₹35,000 – ₹45,000 a month

COMPANY NAME: VAANI INFOSYSTEMS PVT LTD

PROFILE: BPO Trainer cum QA

LOCATION: Sec-18, Phase-4, Udyog Vihar-Gurgaon

SALARY RANGE: ₹35,000.00 – ₹45,000.00 per month (In Hand)

SHIFT: Morning Only

EXPERIENCE: Min 1 Year

NOTE: We need good communication skills. Looking for immediate joiner.

Training Responsibilities:

• New Agent Onboarding: Training new agents on company processes, products, and services, including scripts, tools, and systems.
• Ongoing Training: Providing continuous training and development to improve agent skills and performance.
• Developing Training Materials: Creating and updating training materials, such as presentations, scripts, and role-playing exercises.
• Coaching and Mentoring: Providing individual and group coaching to agents to improve their performance and address any issues.
• Identifying Training Needs: Assessing agent performance and identifying areas where further training is needed.

Quality Assurance Responsibilities:

• Call Monitoring and Evaluation: Monitoring and evaluating agent calls to ensure adherence to quality standards and scripts.
• Identifying Quality Gaps: Identifying areas where quality standards are not being met and providing feedback to agents.
• Developing Quality Metrics: Developing and tracking key quality metrics to monitor performance and identify areas for improvement.
• Providing Feedback: Providing constructive feedback to agents and managers on call quality and performance.
• Participating in Quality Audits: Participating in quality audits and providing insights for improvement.

Skills and Qualifications:

• Experience: Minimum 1+ year of experience in a BPO/call center environment, preferably as a trainer or quality analyst.
• Training Skills: Strong training methodologies and adult learning principles.
• Quality Assurance Skills: Proficiency in quality assurance practices and techniques.
• Communication Skills: Excellent verbal and written communication skills.
• Analytical Skills: Ability to analyze data and identify trends.
• Problem-Solving Skills: Ability to identify and resolve issues.
• Software Proficiency: Proficiency in using training and quality management software/tools.
• Knowledge of BPO Processes: Understanding of BPO processes and industry best practices.

Job Types: Full-time, Permanent

Benefits: Paid sick time

Schedule: Fixed shift, Morning shift

Supplemental Pay: Performance bonus, Yearly bonus

Language: English (Required)

Work Location: In person