Process: Inbound / Outbound / Blended International Voice Customer Care

Shift: Rotational shifts, including night/graveyard shifts, based on 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 role will be responsible for new-hire training, cross-skilling, refresher learning, nesting support, knowledge reinforcement and targeted coaching.

The ideal candidate should have strong international voice experience along with hands-on exposure to 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 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.

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 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.

• 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, Excel and presentation tools.

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

Preferred Skills

• Utilities – Electricity & Gas Customer Service experience.

• 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, if applicable.

• Bachelor’s degree in any discipline preferred.

Ex TCS Employees can’t apply.

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