Trainer
- Industry Other
- Category NGO/INGO/Social/Develop.Projects
- Location Bagmati, Nepal
- Expiry date Aug 01, 2026 (7 days left)
Job Description
Company Description
Kantipur Management Private Limited (KMPL) is an ISO 9001:2015 and ISO 27001:2022 certified BPO and HR outsourcing company in Nepal. It provides contact center and HR solutions to clients across telecom, ISPs, banking, government, automobile, and fintech sectors. With expertise in voice and non-voice operations, KMPL follows Six Sigma and COPC standards while maintaining the highest levels of data security, compliance, and customer privacy.
Role Description
The Trainer is responsible for onboarding and developing customer service agents by delivering engaging training on processes, products, communication, and customer service skills. The role evaluates trainee performance, identifies skill gaps, provides coaching, and works closely with Operations, Quality, and HR to ensure agents meet performance, compliance, and service quality standards.
Key Competencies
- Coaching and mentoring
- Stakeholder management
- Analytical and reporting skills
- Flexibility to work in shifts
Job Responsibilities
- Conduct new hire training (NHT) for voice, non-voice, and blended processes
- Deliver training on process knowledge, product/service details, and SOPs
- Train agents on communication skills, customer service, and soft skills
- Facilitate call control, objection handling, and escalation management
- Conduct mock calls, role plays, and assessments
- Evaluate trainee performance through tests, call listening, and feedback
- Identify training gaps and provide refresher or remedial training
- Collaborate with Quality, Operations, and HR teams
- Maintain training reports, attendance, and certification records
- Ensure adherence to client, compliance, and data security standards
Required Skills and Qualifications
- Graduate in any discipline (preferred)
- 1–5 years of experience in BPO/Call Center training or operations
- Strong verbal and written communication skills
- Excellent presentation and facilitation abilities
- Good understanding of KPIs (AHT, CSAT, FCR, QA, SLA)
- Proficiency in MS Office and LMS tools
Education
- +2 or Bachelors
Experience
- 1–5 years of experience in BPO/Call Center training or operations
Offered Salary
- Negotiable based on Experience
Location
- Lagankhel, Lalitpur
