Trainer - Voice Account

Account:  Process Trainer – Voice 

Shift: Rotational shifts 

Key Responsibilities

Training & Facilitation:  Deliver engaging new-hire, process, and refresher training using role plays, mock calls, case studies, and practical exercises.

Content & Assessment: Develop lesson plans, facilitator guides, learner materials, SOP updates, and job aids; conduct assessments to certify associate readiness.

Coaching & Floor Support: Provide active nesting support, identify performance gaps, and coach associates on complex queries, probing, active listening, empathy, de-escalation, and high-bill/irate customer management.

Continuous Improvement: Analyze quality results, repeat-contact drivers, and operational errors to conduct training needs analysis (TNA) and drive targeted learning interventions.

Stakeholder Collaboration: Partner with Operations, Quality, SMEs, and Compliance teams to maintain updated knowledge resources and align training content with process standards.

Qualifications & Skills

Experience: 3 to 8 years overall, including 3–6 years in international voice customer service and at least 1 year in process training, coaching, nesting support, or knowledge management.

Communication: Exceptional spoken and written English with clear pronunciation, voice modulation, and active listening skills.

Technical Proficiency: Hands-on experience with LMS, virtual training platforms, CRM tools, knowledge bases, Excel, and presentation tools.

Compliance & Governance: Understanding of customer verification, privacy laws, mandatory disclosures, and process-compliance requirements.

Preferred Qualifications

 Bachelor’s degree in any discipline.

Experience in Utilities (Electricity & Gas) customer service, billing, and retention.

Train-the-Trainer (TTT), facilitation, instructional design, or Lean Six Sigma (Yellow/Green Belt) certifications.