Process Trainer – International Voice

Location: Kolkata

Experience: 3–8 Years

Band: BPO 2/3

Salary: Up to ₹9 LPA

Process: Inbound / Outbound / Blended International Voice Customer Care

Job Code: 434137

Work Schedule

Rotational shifts, including night/graveyard shifts, based on business requirements.

Job Summary

We are looking for an experienced Process Trainer to design, deliver, and continuously improve training programs for international voice customer-care operations.

The role will handle 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 process training, coaching, nesting support, or knowledge management.

Key Responsibilities

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• Deliver new-hire, process, cross-skill, upskill, and refresher training for international voice teams.
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• Develop training plans, lesson plans, facilitator guides, learner materials, assessments, and certification criteria.
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• Conduct engaging training sessions using demonstrations, role plays, mock calls, case studies, and practical exercises.
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• Train associates in complex-query handling, probing, active listening, empathy, de-escalation, retention, and difficult conversations.
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• Coach associates on complaint handling, irate customers, high-bill explanations, and critical escalations.
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• Conduct assessments, track learner progress, and certify associates against readiness criteria.
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• Provide floor and nesting support, identify performance gaps, and coordinate remediation.
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• Analyse quality results, customer feedback, repeat-contact drivers, escalation trends, and operational errors to identify training needs.
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• Collaborate with Operations, Quality, SMEs, and Compliance teams to ensure training content is accurate and process-aligned.
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• Maintain and update SOPs, knowledge articles, job aids, call flows, and training materials.
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• Track training effectiveness through assessment scores, certification results, nesting performance, quality improvements, and learner feedback.
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Required Skills & Experience

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• 3–6 years of international voice customer-service experience.
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• At least 1 year of experience in process training, coaching, nesting support, or knowledge management.
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• Strong spoken and written English, with clear pronunciation, voice modulation, and professional communication skills.
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• Strong knowledge of active listening, probing, empathy, de-escalation, objection handling, and customer retention.
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• Experience delivering classroom, virtual, or blended training.
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• Ability to conduct training needs analysis and translate operational or quality gaps into focused learning interventions.
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• Experience developing lesson plans, training content, assessments, job aids, and knowledge materials.
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• Ability to assess learner readiness through knowledge checks, mock calls, simulations, and nesting observations.
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• Working knowledge of LMS, virtual training platforms, CRM/case-management systems, knowledge bases, Excel, and presentation tools.
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• Understanding of customer verification, privacy, mandatory disclosures, and process-compliance requirements.
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Preferred Skills & Qualifications

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• Experience in Utilities – Electricity & Gas Customer Service.
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• Knowledge of customer lifecycle, billing, payments, complaints, retention, complex-query resolution, and escalations.
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• Train-the-Trainer, facilitation, or instructional-design certification.
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• Lean Six Sigma Yellow or Green Belt certification is an advantage.
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• Bachelor's degree in any discipline is preferred.
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Important Information

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• Former TCS employees are not eligible to apply.
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• PAN and Date of Birth (DOB) are mandatory for profile creation.
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