Job Title: CSA Trainer International BPO Voice Process

Industry: BPO / ITES / Customer Service

Department: Training & Development

Employment Type: Full-Time, Permanent

Experience Required: 3-7 Years

Location: Kolkata (Work From Office)

Shift: US/UK Shift (Flexible as per business requirement)

Job Description:

We are hiring a CSA Trainer for an international BPO voice process based out of Kolkata. The ideal candidate will have hands-on experience training customer service associates on process, communication, and soft skills for international clients (US/UK voice).

Key Responsibilities:

- Conduct New Hire Training (NHT) and process training batches for international voice process
- Deliver Voice & Accent and Communication Skills training
- Design and update training modules, assessments, and feedback mechanisms
- Conduct TNI (Training Need Identification) and refresher sessions
- Track and report trainee performance, certification pass rates,



and nesting period metrics
- Collaborate with Quality and Operations teams to align training with client SLAs
- Handle floor support/OJT (On Job Training) as needed

Required Skills & Qualifications:

- 23 years of experience as a Trainer/Process Trainer in an international BPO (US/UK voice mandatory)
- Excellent verbal and written communication skills (near-neutral accent preferred)
- Robust presentation and classroom management skills
- Proficiency in MS Office / LMS tools for training documentation
- Certification in Train-the-Trainer (TTT) preferred, not mandatory
- Graduate in any discipline
- Should be flexible with US/UK shift timings as per requirement
- Comfortable working from office (Kolkata location)

Perks & Benefits:

- Drop facility provided

📌 Process Trainer (Kolkata)
🏢 CogentHub
📍 Kolkata