Trainer - Voice_A_Kolkata
Gratitude IncTrainer - Voice_A_Kolkata
Job Description
Key Skills
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Job Description – Trainer – Voice
Role: Trainer – Voice_A
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
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 manage new-hire training, cross-skilling, upskilling, refresher learning, nesting support, knowledge reinforcement, and targeted coaching.
The ideal candidate should have strong international voice customer-service experience along with hands-on exposure to training, coaching, nesting support, or knowledge management.
Key Responsibilities
Training & Facilitation
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 classroom, virtual, and blended training sessions.
Use role plays, mock calls, case studies, demonstrations, and practical exercises to reinforce learning.
Train associates on complex-query handling, probing, active listening, empathy, de-escalation, retention, and difficult conversations.
Coaching & Nesting Support
Provide floor and nesting support to newly trained associates.
Identify individual and team performance gaps and coordinate remediation.
Coach associates on complaints, irate customers, high-bill explanations, and critical escalations.
Conduct knowledge checks, mock calls, simulations, and readiness assessments.
Track learner progress and certify associates against defined readiness criteria.
Training Needs & Performance Analysis
Conduct training needs analysis based on operational and quality performance.
Analyze quality results, customer feedback, repeat-contact drivers, escalation trends, and operational errors.
Convert identified performance gaps into focused learning interventions.
Track training effectiveness through assessment scores, certification results, nesting performance, quality improvements, and learner feedback.
Content & Knowledge Management
Create and maintain SOPs, knowledge articles, job aids, call flows, training materials, and assessments.
Partner with Operations, Quality, SMEs, and Compliance teams to ensure training content remains accurate and current.
Reinforce customer verification, privacy, mandatory disclosures, and process-compliance requirements.
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 develop lesson plans, training content, assessments, job aids, and knowledge materials.
Strong analytical and problem-solving skills.
Ability to assess learner readiness and provide targeted coaching.
Working knowledge of LMS, virtual training platforms, CRM/case-management systems, knowledge bases, Excel, and presentation tools.
Preferred Skills
Utilities domain experience, particularly 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.
Bachelor's degree in any discipline preferred.
Work Requirements
Willingness to work in rotational shifts, including night/graveyard shifts.
Ability to support business requirements during operational peaks.
Strong customer-focused approach and professional communication.
Eligibility
Ex-TCS employees are not eligible to 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.
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