Job Title: Process Trainer – Voice

Location: Kolkata

Experience: 3–8 Years

Relevant Experience: 3–6 Years in International Voice Customer Service

Band: BPO 2/3

Salary: Up to ₹9 LPA

Job Code: 434137

Process: International Voice – Inbound / Outbound / Blended Customer Care

Shift: Rotational shifts, including night/graveyard shifts, as per business requirements

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 candidate will be responsible for new-hire training, cross-skilling, upskilling, refresher training, nesting support, knowledge reinforcement, and targeted coaching.

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

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 classroom, virtual, and blended training using 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 customer conversations.

Coach associates on complaints, irate customers, high-bill explanations, objection handling, and critical escalations.

Conduct knowledge checks and assessments, track learner progress, and certify associates against defined readiness criteria.

Provide floor and nesting support and identify performance gaps requiring remediation.

Analyze quality results, customer feedback, repeat-contact drivers, escalation trends, and operational errors to identify training requirements.

Partner with Operations, Quality, SMEs, and Compliance teams to ensure training content is accurate and process-aligned.

Create, maintain, and update SOPs, knowledge articles, job aids, call flows, and training materials.

Track training effectiveness through assessment scores, certification results, nesting performance, quality improvement, and learner feedback.

Identify recurring knowledge and performance gaps and design targeted learning interventions.

Ensure adherence to customer verification, privacy, mandatory disclosure, and process-compliance requirements.

Required Skills & Experience

3–6 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, professional communication, and effective voice modulation.

Strong knowledge of:

Active listening

Probing

Empathy

De-escalation

Objection handling

Customer retention

Complaint handling

Difficult customer conversations

Experience conducting classroom, virtual, or blended training.

Ability to perform Training Needs Analysis (TNA) and convert operational/quality gaps into focused learning interventions.

Experience creating lesson plans, training content, assessments, job aids, and knowledge materials.

Ability to assess learner readiness through knowledge checks, mock calls, simulations, and nesting observations.

Working knowledge of LMS, virtual training platforms, CRM/case-management systems, knowledge bases, MS Excel, and presentation tools.

Understanding of customer verification, privacy, mandatory disclosures, and process-compliance requirements.

Preferred Skills

Experience in Utilities – 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 Belt or Green Belt certification is an added advantage.

Bachelor’s degree in any discipline preferred.

Candidate Profile

We are looking for candidates who are:

Confident and engaging facilitators.

Strong in communication and interpersonal skills.

Comfortable handling international voice processes.

Data-driven and capable of identifying learning gaps from operational and quality metrics.

Skilled in coaching and providing constructive feedback.

Adaptable to rotational and night/graveyard shifts.

Strong in stakeholder management and cross-functional collaboration.

Important Eligibility Criteria

Ex-TCS employees are not eligible to apply.

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

Candidates must be comfortable working in rotational shifts, including night/graveyard shifts, based on business requirements.