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Smart Brains BPO is looking for a highly skilled and energetic Product Trainer to join our Training & Development team. The ideal candidate must have strong knowledge of Medicare and ACA campaign processes, excellent communication skills, and the ability to train new and existing agents effectively.

Key Responsibilities:

  • Deliver comprehensive training on Medicare & ACA product knowledge, compliance rules, and call handling procedures.
  • Conduct new hire training, refresher training, and performance improvement sessions.
  • Ensure all agents meet required quality, compliance, and KPI standards through continuous coaching.
  • Monitor training effectiveness through assessments, call evaluations, and performance analysis.
  • Develop training manuals, SOPs, scripts, and structured content for agent learning.
  • Collaborate with QA, Operations, and HR to identify skill gaps and create improvement plans.
  • Maintain updated knowledge of CMS, Medicare, and ACA regulatory changes.

Requirements:

  • Minimum 1–2 years of experience as a Trainer in a BPO (Medicare or ACA campaigns preferred).
  • Strong understanding of Medicare enrollment guidelines, ACA processes, compliance standards, DNC rules, etc.
  • Excellent communication, presentation, and people-handling skills.
  • Ability to manage training groups, conduct evaluations, and deliver feedback professionally.
  • Strong analytical, documentation, and coaching skills.
  • Ability to work in fast-paced and deadline-driven environments.

Preferred Skills:

  • Experience in script training and compliance reinforcement.
  • Knowledge of call center KPIs and performance management.
  • Ability to create training content (PPTs, SOPs, handouts).
  • Strong command over American accent & call-flow training (plus point).

Location: Shamsabad Rawalpindi

Timings : 7 Pm to 3 Am

What We Offer:

  • Competitive salary package
  • Professional work environment
  • Growth opportunities within the company
  • Exposure to high-level US-based health campaigns

Job Type: Full-time

Pay: Up to Rs70,000.00 per month

Work Location: In person

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