US Agent Trainer - Night Shift

We are seeking an experienced and dedicated US Agent Trainer to lead comprehensive training programs, agent coaching, call evaluations, and ongoing performance improvement for our US-based call center agents. The successful candidate will have a background in call center, BPO, or customer service environments, with strong English communication skills and the ability to effectively train, assess, and coach agents to meet high standards of call quality, compliance, and operational efficiency.

Key Responsibilities
- Conduct end-to-end virtual onboarding and training for new US-based agents using Google Meet.
- Train agents on call handling procedures, scripts, client requirements, intake processes, objection handling, compliance, and customer service standards.
- Facilitate role-plays, mock calls, knowledge assessments, and practical exercises to evaluate trainee readiness.
- Review agent calls to identify performance gaps, recurring errors, compliance issues, and areas for improvement.
- Deliver one-on-one coaching sessions and refresher training based on call evaluations and quality assurance feedback.
- Develop individualized improvement plans and track agent progress over time.
- Prepare and update training materials including presentations, scripts, reference guides, and assessment tools.
- Collaborate closely with Operations and Quality Assurance teams to enhance call quality and agent performance.
- Maintain accurate training records, attendance logs, assessment results, coaching notes, and performance reports.
- Provide regular updates on trainee readiness, training effectiveness, and recurring performance challenges.

Required Qualifications
- Minimum of 1.5 years of professional training experience within a call center, BPO, or customer service setting.
- Bachelor’s degree or equivalent academic qualification in any discipline.
- Excellent spoken and written English communication skills tailored for training US-based agents.
- Proven experience conducting virtual training sessions via Google Meet or similar platforms.
- Strong knowledge of call handling techniques, call evaluation processes, agent coaching, and performance improvement strategies.
- Exceptional presentation, analytical, organizational, and interpersonal skills.
- Ability to deliver constructive feedback and manage multiple training priorities simultaneously.

Preferred Qualifications and Benefits
- Candidates based in Karachi or those willing to reliably commute or relocate prior to starting work are preferred.
- We are an equal opportunity employer offering above-market remuneration packages along with attractive benefits.
- This is a full-time, in-person position with a monthly salary range of Rs120,000 to Rs150,000.

Experience in training and fluency in English are essential for success in this role. If you are passionate about developing talent and driving performance excellence in a dynamic call center environment, we encourage you to apply.