Call Center Trainer

Description:

An established organization in DHA Phase 2, Karachi, is hiring an experienced Trainer for its US-based DME (Durable Medical Equipment) campaign. This is a key role in ensuring that newly hired agents are well-equipped with the necessary knowledge and skills to succeed in the healthcare BPO environment.

The ideal candidate should possess a thorough understanding of DME campaign processes, along with strong training delivery capabilities. As a trainer, you will be responsible for preparing new agents through product knowledge, process guidance, and performance monitoring to ensure high-quality service standards.

Key Responsibilities:

• Conduct structured and engaging product and process training sessions for newly hired agents.

• Continuously monitor trainee performance, providing individual coaching and refresher sessions to address gaps.

• Maintain training documentation, evaluation reports, and feedback assessments.

• Analyze performance metrics and recommend enhancements to training content and delivery methods.

• Ensure a smooth transition of trained agents to operations with confidence and readiness.

• Collaborate with Quality Assurance and Operations to align training with campaign needs.

Requirements:

• 1–2 years of proven experience as a Trainer in a call center/BPO, ideally within US healthcare or DME campaigns.

• Strong understanding of DME (Durable Medical Equipment) processes and terminologies.

• Excellent presentation, communication, and interpersonal skills.

• Ability to manage training batches, track individual performance, and drive improvements.

• Familiarity with performance KPIs, call quality parameters, and soft skills training techniques.