About the role

EXL's CX Trainer role in Haryana, India, focuses on meeting SLA-driven transaction requirements while elevating customer experience by delivering structured training, coaching, and mentoring to agents on service excellence and process adherence. Day-to-day work includes ensuring process transactions follow Desk Top procedures with customer centricity, meeting assigned SLA targets, maintaining transaction quality within predefined parameters, providing daily process reports, and ensuring adherence to attendance schedules and company policies. This is a full-time, on-site position.

What you’ll do

Ensure that process transactions are processed as per Desk Top procedures with customer centricity
Ensure that assigned targets in accordance with SLA are met
Ensure that the quality of transactions is in compliance with predefined parameters
Provide relevant process reports on a daily basis
Ensure adherence to established attendance schedules
Ensure adherence to Company Policies and Procedures
Deliver structured training, coaching, and mentoring to agents on service excellence and process adherence

What you’ll bring

Bachelor's Degree
Full-time availability
Ability to ensure process transactions are processed per Desk Top procedures with customer centricity
Ability to meet assigned targets in accordance with SLA
Ability to ensure transaction quality complies with predefined parameters
Ability to provide relevant process reports on a daily basis
Ability to ensure adherence to established attendance schedules
Ability to ensure adherence to Company Policies and Procedures

Skills

Customer centricitySLA managementProcess adherenceTraining deliveryCoaching and mentoringQuality complianceDaily reportingAttendance management

Education

Bachelor's Degree