434137 Trainer - Voice_A_Kolkata

Hiring: Trainer – International Voice Process

Location: Kolkata

Experience: 3–8 Years

Band: BPO 2/3

Salary: Up to 9 LPA

Job Code: 434137

Process: Inbound / Outbound / Blended International Voice Customer Care

Shift: Rotational shifts, including night/graveyard shifts, based on business requirements.

Job Summary

We are seeking an experienced Process Trainer – Voice to design, deliver and enhance training programs for international voice customer-care operations.

The role will focus on new-hire training, cross-skilling, upskilling, refresher sessions, nesting support, knowledge reinforcement and targeted coaching to ensure operational readiness and consistent service delivery.

The ideal candidate should possess strong international voice experience, coupled with hands-on expertise in process training, coaching, nesting support or knowledge management.

Key Responsibilities

- Deliver new-hire, process, cross-skill, upskill and refresher training for international voice teams.

- Develop training plans, lesson plans, facilitator guides, learner materials, assessments and certification criteria.

- Facilitate engaging training sessions using demonstrations, role plays, mock calls, case studies and practical exercises.

- Train associates on complex-query handling, probing, active listening, empathy, de-escalation, retention and difficult conversations.

- Coach associates on complaint handling, irate customers, high-bill explanations and critical escalations.

- Conduct assessments, monitor learner progress and certify associates based on readiness criteria.

- Provide floor and nesting support, identify performance gaps and coordinate remedial training.

- Analyse quality results, customer feedback, repeat-contact drivers, escalation trends and operational errors to identify training needs.

- Collaborate with Operations, Quality, SMEs and Compliance teams to ensure training content is accurate and process-aligned.

- Maintain and update SOPs, knowledge articles, job aids, call flows and training materials.

- Measure training effectiveness through assessment scores, certification results, nesting performance, quality improvements and learner feedback.

Required Skills & Experience

- 3–6 years of international voice customer-service experience.

- Minimum 1 year of experience in process training, coaching, nesting support or knowledge management.

- Excellent spoken and written English, with clear pronunciation, voice modulation and professional communication skills.

- Strong understanding of active listening, probing, empathy, de-escalation, objection handling and customer retention.

- Experience delivering classroom, virtual or blended training sessions.

- Ability to conduct training needs analysis and translate operational or quality gaps into targeted learning interventions.

- Experience developing lesson plans, training content, assessments, job aids and knowledge materials.

- Ability to evaluate learner readiness through knowledge checks, mock calls, simulations and nesting observations.

- Working knowledge of LMS, virtual training platforms, CRM/case-management systems, knowledge bases, Excel and presentation tools.

- Understanding of customer verification, privacy, mandatory disclosures and process-compliance requirements.

Preferred Skills

- Experience in Utilities – Electricity & Gas Customer Service.

- Knowledge of customer lifecycle, billing, payments, complaints, retention, complex-query resolution and escalations.

- Train-the-Trainer, facilitation or instructional-design certification.

- Lean Six Sigma Yellow or Green Belt certification, if applicable.

- Bachelor's degree in any discipline preferred.