Trainer - Voice_A_Kolkata

Gratitude Inc

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16 hours ago

3-8 Year(s)

Kolkata

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Job Description

Key Skills

Coaching Customer Service Quality Management System Communication Skills Process Training Facilitation Skills Training and Development International voice Process voice process skills Soft skills Trainer

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Trainer - Voice_A

Location: Kolkata
Experience: 3–8 Years
Process: Inbound / Outbound / Blended International Voice Customer Care
Shift: Rotational shifts, including night/graveyard shifts, based on business requirements

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.

Important Information

Ex-TCS Employees are not eligible to apply.
PAN and DOB are required for profile creation.

Role

Customer Service Trainer

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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