(Active Hiring) Trainer - Voice_A_Kolkata

Job Summary

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

The candidate should have strong international voice experience and hands-on exposure to process training, coaching, nesting support or knowledge management.

Key Responsibilities

• Deliver new-hire, process, cross-skill, upskill and refresher training. 
• Develop training plans, lesson plans, facilitator guides and assessments. 
• Conduct engaging sessions using role plays, mock calls, case studies and practical exercises. 
• Train associates on active listening, probing, empathy, de-escalation and customer retention. 
• Coach associates on complaints, irate customers, high-bill explanations and escalations. 
• Conduct assessments and certify associates based on readiness criteria. 
• Provide floor support, nesting assistance and performance-gap remediation. 
• Analyze quality scores, customer feedback and operational errors to identify training needs. 
• Collaborate with Operations, Quality, SMEs and Compliance teams. 
• Maintain SOPs, knowledge articles, job aids and training materials. 
• Track training effectiveness through assessment scores, nesting performance and quality improvements.

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.
• Strong communication, pronunciation and voice modulation skills.
• Knowledge of active listening, probing, empathy, objection handling and de-escalation.
• Experience in classroom, virtual or blended training.
• Ability to conduct training needs analysis.
• Experience developing training content, assessments and learning materials.
• Knowledge of LMS, CRM, Excel, presentation tools and knowledge bases.
• Understanding of customer verification, data privacy and compliance requirements.

Preferred Skills

• Experience in Utilities – Electricity & Gas Customer Service.
• Knowledge of billing, payments, complaints, retention and escalations.
• Train-the-Trainer or Instructional Design certification.
• Lean Six Sigma Yellow or Green Belt certification.
• Bachelor's degree in any discipline preferred.

Important Eligibility Criteria

• Ex-TCS employees are NOT eligible to apply.
• PAN and Date of Birth (DOB) are mandatory for profile creation.

Interested candidates with relevant international voice and training experience can apply.