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.