We're Hiring: Process Trainer – International Voice | Kolkata

Looking to take your training career to the next level? Join our team and help develop high-performing international voice customer-service professionals!

Location: Kolkata
Experience: 3–8 Years
Salary: Up to ₹9 LPA
Qualification: Bachelor's Degree preferred
Band: BPO 2/3
Process: International Voice – Inbound / Outbound / Blended
Shift: Rotational shifts, including night/graveyard shifts

Job Overview

We are looking for an experienced Process Trainer – Voice who can deliver engaging training, coach new hires, support nesting, and improve the performance of international voice customer-care teams.

If you have strong international voice experience and a passion for training and mentoring people, this opportunity is for you!

Key Responsibilities

• Conduct new-hire, process, cross-skill, upskill and refresher training.

• Prepare training materials, lesson plans, assessments and learning activities.

• Train associates on customer handling, active listening, probing and complaint resolution.

• Coach employees on difficult conversations, escalations and customer retention.

• Conduct mock calls, role plays and assessments to evaluate readiness.

• Provide floor support and nesting assistance.

• Identify performance gaps and deliver targeted coaching.

• Coordinate with Operations, Quality and Compliance teams.

• Update SOPs, knowledge articles and training materials.

• Track training effectiveness and drive continuous improvement.

Required Skills

• International Voice Process Experience

• Process Training

• Training & Development

• New Hire Training

• Coaching & Mentoring

• Nesting Support

• Floor Support

• Active Listening

• Customer Service

• Communication Skills

• Complaint Handling

• Customer Retention

• De-escalation

• Training Needs Analysis

• Training Content Development

• Quality Management

• Knowledge Management

• LMS

• Train the Trainer

Eligibility Criteria

• 3–8 years of overall experience.

• 3–6 years of international voice customer-service experience.

• Minimum 1 year of experience in process training, coaching, nesting support or knowledge management.

• Excellent spoken and written English communication.

• Strong customer-handling and coaching skills.

• Bachelor's degree preferred.

• Utilities (Electricity & Gas) customer-service experience is an added advantage.

Important Information

• Rotational shifts, including night/graveyard shifts, are applicable.

• Ex-TCS employees are not eligible.

• PAN and DOB are required for profile creation.

Ready to Apply?

Don't miss this opportunity to grow your career in training and development!

Complete the questionnaire to apply: https://myglit.com/lateral/cref/40924c9e41

Apply today and take the next step in your training career!