US Agent Trainer

Located in Shahra e Faisal, Karachi, this full-time onsite position offers an exciting opportunity for a motivated professional to join as a US Agent Trainer. The role requires a minimum of 1.5 years of experience and a bachelor’s degree or equivalent. Working hours are Monday through Friday, from 4:00 PM to 12:00 AM Pakistan Standard Time (PKT). The successful candidate will be responsible for leading new-hire training, coaching agents, conducting call evaluations, and driving continuous performance improvements for US-based agents. Strong English communication skills and a background in call center or BPO training are essential to effectively enhance agent capabilities through structured training programs and targeted coaching.

Key Responsibilities

- Conduct comprehensive onboarding and virtual training sessions for new US-based agents using Google Meet.
- Train agents on call handling techniques, scripts, client requirements, intake processes, objection handling, and compliance standards.
- Facilitate mock calls, role-playing exercises, knowledge assessments, and readiness evaluations to ensure agent preparedness.
- Monitor and review agent calls to identify performance gaps, recurring errors, and opportunities for quality improvement.
- Provide one-on-one coaching and refresher training based on quality assurance feedback and call evaluations.
- Develop and maintain up-to-date training materials, presentations, scripts, and assessment tools.
- Collaborate closely with Operations and Quality Assurance teams to enhance call quality, ensure process adherence, and improve overall agent effectiveness.
- Maintain detailed training records, assessment results, coaching logs, and performance reports for continuous tracking and improvement.

Required Qualifications

- Minimum of 1.5 years’ experience in training within a call center, BPO, or customer service environment.
- Bachelor’s degree or graduate in any academic discipline.
- Excellent spoken and written English communication skills.
- Proven experience conducting virtual training sessions using platforms such as Google Meet.
- Strong knowledge of call evaluations, agent coaching techniques, and performance improvement strategies.
- Exceptional presentation, analytical, and interpersonal communication skills.

Preferred Qualifications and Benefits

Experience working with US-based clients, particularly in legal intake or lead qualification, will be considered an advantage. This role provides an opportunity to work in a dynamic environment focused on continuous learning and development, contributing directly to the success of US operations. Interested candidates are encouraged to apply through professional networking platforms. If you know someone who fits this profile, sharing this opportunity is highly appreciated.