Trainer - Voice_A

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 : 

1. International Voice Customer Service

2. Process Training & Coaching

3. Training Needs Analysis

4. Customer Handling & De-escalation

5. 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.