Senior Trainer

Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company is a global leader providing business process solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With a global footprint across US, UK, India, Philippines, Mexico, Romania, Turkey, Trinidad & Tobago, South Africa, and Australia, they ‘make it happen’ for their clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Firstsource’s inch-wide, mile-deep practitioners work collaboratively, leveraging UnBPO™ - their differentiated approach to reimagining traditional outsourcing - to deliver real-world, future-focused solutions that drive speed, scale, and smarter decision, turning transformation into tangible results for clients.

Role & Responsibilities:

Training Delivery – New Hire Batches

• Deliver the standard 5-day Pre-Process Training (PPT) module for all new hire batches, covering company induction, US banking fundamentals, Voice & Accent (VnA), systems orientation, and the PPT end assessment.
• Facilitate Client Process Training (PRT) for assigned queues (duration 2–22 days depending on queue complexity), covering queue-specific SOPs, product knowledge, system navigation, and scenario-based role-play.
• Support agents through the 3-week ABAY / OJT phase — including live call facilitation, daily coaching debriefs, structured feedback, and performance tracking through to certification.
• Administer PRT assessments (30 questions from a 50-question pool, 85% pass threshold, maximum 2 attempts) and maintain accurate scoring and certification records.
• Conduct ABAY quality audits as necessary, ensuring a minimum 85% quality threshold per audit.

Curriculum & Content

• Deliver all training content in accordance with client-approved SOPs, daily session plans, and training materials available.
• Flag content gaps, outdated SOPs, or system discrepancies to the Training Manager or client point of contact in a timely manner.
• Prepare and customize learning aids, scenario packs, and assessment prep materials to support different learning styles and agent proficiency levels.
• Maintain up-to-date knowledge of all queue-specific product updates, regulatory changes, and SOP revisions as communicated by the client.

Learner Management & Coaching

• Track and report daily batch progress — attendance, assessment scores, attrition, and performance risks — via the standard EOD reporting process.
• Identify underperforming learners early and apply targeted coaching interventions before assessment attempts, reducing fail rates and training attrition.
• Manage the assessment re-attempt process fairly and transparently, documenting outcomes and initiating exit conversations in line with the fail-to-exit policy when required.
• Provide regular, constructive feedback to agents during PPT, PRT, and ABAY phases to build both technical competency and communication confidence.

Cross-Skilling & Refresher Training

• Deliver cross-skilling training for agents transitioning to additional queues, following the defined cross skilling curriculum and eligibility criteria for each queue pairing.
• Manage cross-skill certifications separately from new hire certifications, maintaining accurate records per agent per queue in the training tracker.
• Facilitate refresher training sessions for production agents as directed by the Training Manager — covering SOP updates, quality improvement, and product changes.

Trainer Standards & Self-Development

• Maintain personal trainer accreditation in line with the FSL and the Client Trainer Evaluation framework — targeting a score of 2.5+ (T3) through to 3.0+ (tenured T4) as applicable to tier.
• Record and upload at least one complete module recording per class to the designated Client Shared Folder for quality review and evaluation.
• Actively participate in Train-the-Trainer (TTT) sessions, co-delivery sessions with T4 trainers, and team calibration exercises.
• Contribute to a culture of continuous improvement by sharing feedback on content, delivery challenges, and learner trends with the Training Manager.

Experience & Qualification:

• 2–5 years of experience in Training delivery within a BPO or Contact Centre environment, with at least 1 year in a US Banking or BFSI process.
• Demonstrated experience delivering new hire training end-to-end — including PPT, process training, and OJT/nesting facilitation — within a structured certification framework.
• Hands-on experience conducting quality audits and providing structured coaching feedback to agents in a classroom or floor setting.
• Familiarity with US banking products such as prepaid cards, demand deposit accounts, BaaS platforms, or dispute management is a strong advantage.
• Experience facilitating Voice & Accent (VnA) or communication skills modules for US customer-facing roles is desirable.
• Graduate degree in any discipline. A certification in Training & Development, L&D, or a related field is an advantage but not mandatory. 

Required Skills:

• Classroom facilitation & adult learning techniques
• US Banking product & process knowledge (preferred)
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) 
• Assessment design and evaluation skills
• Strong command of spoken and written English 
• Knowledge of Voice & Accent (VnA) delivery for US customers
• SOP interpretation and content delivery accuracy
• Data tracking — attendance, scores, and attrition reporting

Competencies:

• High energy, approachable facilitation style
• Patience and empathy in a learner-support environment
• Self-driven with strong ownership and accountability
• Ability to manage large batches (up to 50 agents) effectively
• Strong time management and session planning skills
• Adaptability to last-minute SOP or content changes
• Collaborative team player — works closely with ops and QA
• Continuous learner — open to feedback and coaching from T4/manager

⚠️ Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.