Trainer

 Trainer - Voice

Location: Kolkata

Experience: 3–8 years

Process: Inbound / Outbound / Blended International Voice Customer Care

 Job Summary

We are looking for an experienced Process Trainer – Voice to design, deliver and continuously improve training programs for international voice customer-care operations. The role will be responsible for new-hire training, cross-skilling, refresher learning, nesting support, knowledge reinforcement and targeted coaching.

The ideal candidate should have strong international voice experience along with hands-on exposure to 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.

- Conduct engaging training through 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 complaints, irate customers, high-bill explanations and critical escalations.

- Conduct assessments, track learner progress and certify associates against readiness criteria.

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

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

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

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

- Track training effectiveness through assessment scores, certification, nesting performance, quality improvement and learner feedback.

Required Skills & Experience

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

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

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

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

- Experience delivering classroom, virtual or blended training.

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

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

- Ability to assess 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

- Utilities – Electricity & Gas Customer Service experience.

- 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, if applicable.

- Bachelor's degree in any discipline preferred.