Trainer - Voice_A
Gratitude IncTrainer - Voice_A
Job Description
Key Skills
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Job Title :Trainer - Voice_A
Job Description : 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.
Experience : 3–8 years
Location : Kolkata
Required Skills :
International Voice Customer Service
Process Training & Coaching
Training Needs Analysis
Customer Handling & De-escalation
Training Content & Assessment Development
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.
Qualifications :
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.
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.
Utilities – Electricity & Gas Customer Service experience is preferred.
Train-the-Trainer, facilitation, or instructional-design certification is an advantage.
Lean Six Sigma Yellow or Green Belt is an advantage.
Bachelor's degree in any discipline preferred.
Important Points :
Ex TCS Employees can't apply.
PAN and DOB are required for profile creation.
Role
Training & Development
Timings
Rotational Shifts (Permanent)
Industry
BPO
Work Mode
Work from office
Process
Voice
Functional Area
Human Resources
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
Interview Tips
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- What are the most important skills you acquired as a Soft Skills/VNA trainer?
- How would you handle an irate customer?
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