Trainer - Voice_A_Kolkata

Gratitude Inc

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1 day ago

3-8 Year(s)

Kolkata

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Job Description

Key Skills

Coaching Customer Service Knowledge Management Communication Skills Process Training Process trainer soft skills customer support International voice Process voice process skills Training & Development Expertise new AI advancements (like LLMs)

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TRAINER – VOICE | INTERNATIONAL CUSTOMER SERVICE

Location: Kolkata
Experience: 3–8 Years
Process: International Voice – Inbound / Outbound / Blended
Shift: Rotational shifts, including night/graveyard shifts

Job Summary

We are looking for an experienced Process Trainer / Voice Trainer to deliver and improve training programs for international voice customer-service operations. The role will handle new-hire training, refresher training, cross-skilling, upskilling, nesting support, coaching and knowledge reinforcement.

The ideal candidate should have international voice customer-service experience with hands-on exposure to process training, coaching, nesting, quality improvement or knowledge management.

Key Responsibilities

• Deliver new-hire, process, cross-skill, upskill and refresher training for international voice teams.
• Prepare training plans, lesson plans, facilitator guides, assessments, job aids and learning materials.
• Conduct engaging training through demonstrations, role plays, mock calls, case studies and simulations.
• Train associates on probing, active listening, empathy, de-escalation, objection handling, retention and difficult customer conversations.
• Coach associates on complaints, escalations, irate customers, billing-related queries and complex customer interactions.
• Conduct assessments, knowledge checks and certification activities and track learner progress.
• Provide floor and nesting support and identify performance or knowledge gaps.
• Analyze quality results, customer feedback, operational errors, escalations and repeat-contact trends to identify training requirements.
• Partner with Operations, Quality, SMEs and Compliance teams to maintain accurate and effective training content.
• Maintain and update SOPs, knowledge articles, call flows, job aids and training materials.
• Track training effectiveness through assessment scores, certification results, nesting performance, quality improvement and learner feedback.

Required Skills & Experience

• 3–8 years of experience in international voice customer service.
• Minimum 1 year of experience in process training, coaching, nesting support or knowledge management.
• Excellent spoken and written English with clear pronunciation 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 identify performance gaps and convert them into focused learning interventions.
• Experience creating lesson plans, training content, assessments, job aids and knowledge materials.
• Ability to assess learner readiness through mock calls, simulations, knowledge checks and nesting observations.
• Working knowledge of LMS, virtual training platforms, CRM/case-management systems, Excel and presentation tools.
• Understanding of customer verification, privacy, mandatory disclosures and process-compliance requirements.

Preferred

• Utilities – Electricity & Gas customer-service experience.
• Experience in billing, payments, complaints, retention, complex-query resolution and escalations.
• Train-the-Trainer, facilitation or instructional-design certification.
• Lean Six Sigma Yellow/Green Belt is an added advantage.
• Bachelor's degree in any discipline preferred.

Important Note

Ex-TCS employees are not eligible to apply.

PAN and Date of Birth (DOB) are mandatory for candidate profile creation.

Role

Customer Service Executive

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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.

Bibi Hukkeri

Recruiter - Gratitude Inc

NA, india

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