Hiring: CSA Trainer International BPO Voice, Email & Chat Process
Job Title: CSA Trainer International BPO
Company: CogentHub
Employment Type: Full-Time | Permanent
Location: PS Srijan Tech Park, 14th Floor, DN-52, Street No. 11, DN Block, Sector V, Bidhannagar, Kolkata, West Bengal 700091
Shift: US/UK Shifts Flexible as per business requirement
Experience: 37 Years in International BPO Training
Perk: Drop/Cab Facility
Work Mode: Work From Office
Job Overview-
We are looking for an experienced and dynamic CSA Trainer to join our Training & Development team for an International BPO Voice, Email & Chat Process.
The ideal candidate should have hands-on experience in International Voice, Email & Chat processes, along with expertise in New Hire Training, Process Training, Voice & Accent, Communication Skills, Soft Skills, OJT and Nesting support.
Candidates with US/UK International Customer Service experience will be highly preferred.
Key Responsibilities:
- Conduct New Hire Training (NHT) for International Voice, Email & Chat processes.
- Deliver Process, Product, Customer Service, Voice & Accent and Communication Skills training.
- Train associates on voice handling, email etiquette, chat etiquette and written communication.
- Conduct mock calls, role plays, email-writing exercises and chat simulations.
- Design and update training modules, lesson plans, assessments and training materials.
- Conduct TNA/TNI, refresher training and upskilling sessions.
- Monitor trainee performance through assessments, mock interactions and certification tests.
- Provide OJT/Floor Support and Nesting support to new hires.
- Track certification pass rates, trainee performance and nesting metrics.
- Collaborate with Operations, Quality and SME teams to identify and close performance gaps.
- Ensure training is aligned with client SLAs, SOPs and Quality standards.
- Maintain training MIS, attendance,
assessment and performance reports.
Key Skills Required
- Experience as a Trainer / Process Trainer / CSA Trainer in an International BPO.
- Hands-on experience in International Voice + Email + Chat processes.
- US/UK process experience highly preferred.
- Excellent English verbal and written communication skills.
- Strong Voice & Accent / Accent Neutralization skills.
- Excellent knowledge of Email & Chat Etiquette.
- Strong presentation, facilitation and classroom management skills.
- Excellent coaching, mentoring and feedback skills.
- Knowledge of TNA/TNI, NHT, OJT and Nesting.
- Understanding of BPO KPIs such as CSAT, AHT, FCR, Quality and SLA.
- Ability to conduct mock calls, role plays, email assessments and chat simulations.
- Proficiency in MS Office, PowerPoint, Excel and LMS tools.
- Strong analytical, interpersonal and problem-solving skills.
- Train-the-Trainer (TTT) certification will be an added advantage.
Qualification & Experience
- Graduate in any discipline.
- 3–7 years of relevant experience in International BPO Training.
- Candidates with Voice + Email + Chat training experience will be preferred.
- US/UK International process experience is highly preferred.
- Must be comfortable working from office and in US/UK shifts.
Perks & Benefits
- Drop/Cab Facility
- Exposure to International US/UK Processes
- Career Growth & Learning Opportunities
- Full-Time & Permanent Employment
- Professional & Supportive Work Setting
Work Location CogentHub – 14th Floor, PS Srijan Tech Park
DN-52, Street No. 11, DN Block, Sector V, Bidhannagar, Kolkata, West Bengal – 700091
Apply Now!
If you have a passion for training and strong experience in International Voice, Email & Chat processes, this is an excellent opportunity to grow your career with us!
Interested candidates can share their updated resume at:
[email protected]
Drop your resume on the above-mentioned email ID and we will get in touch with you!
📌 Trainer (Kolkata)
🏢 CogentHub
📍 Kolkata