TRAINER – VOICE | INTERNATIONAL CUSTOMER SERVICE

Location: Kolkata
Experience: 3–8 Years
Process: International Voice – Inbound / Outbound / Blended
Shift: Rotational shifts, including night/graveyard shifts

Job Summary

We are looking for an experienced Process Trainer / Voice Trainer to deliver and improve training programs for international voice customer-service operations. The role will handle new-hire training, refresher training, cross-skilling, upskilling, nesting support, coaching and knowledge reinforcement.

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

Key Responsibilities

• Deliver new-hire, process, cross-skill, upskill and refresher training for international voice teams.
• Prepare training plans, lesson plans, facilitator guides, assessments, job aids and learning materials.
• Conduct engaging training through demonstrations, role plays, mock calls, case studies and simulations.
• Train associates on probing, active listening, empathy, de-escalation, objection handling, retention and difficult customer conversations.
• Coach associates on complaints, escalations, irate customers, billing-related queries and complex customer interactions.
• Conduct assessments, knowledge checks and certification activities and track learner progress.
• Provide floor and nesting support and identify performance or knowledge gaps.
• Analyze quality results, customer feedback, operational errors, escalations and repeat-contact trends to identify training requirements.
• Partner with Operations, Quality, SMEs and Compliance teams to maintain accurate and effective training content.
• Maintain and update SOPs, knowledge articles, call flows, job aids and training materials.
• Track training effectiveness through assessment scores, certification results, nesting performance, quality improvement and learner feedback.

Required Skills & Experience

• 3–8 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 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 identify performance gaps and convert them into focused learning interventions.
• Experience creating lesson plans, training content, assessments, job aids and knowledge materials.
• Ability to assess learner readiness through mock calls, simulations, knowledge checks and nesting observations.
• Working knowledge of LMS, virtual training platforms, CRM/case-management systems, Excel and presentation tools.
• Understanding of customer verification, privacy, mandatory disclosures and process-compliance requirements.

Preferred

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

Important Note

Ex-TCS employees are not eligible to apply.

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