Hi,

We are hiring for one of India's leading IT & consulting organizations for the below Position :

Profile 1: Process Trainer - Voice ( Job Code # 232 )

Profile 2:Team Lead - Voice/Chat ( Job Code # 233 )

Profile 3: Quality Analyst- Voice/ Chat ( Job Code # 234 )

To Apply for above , WhatsApp 'Hi' @ (phone hidden)

- When Asked For Process Trainer - Voice The job Code, Type: Job Code # 232
- When Asked For Team Lead - Voice/Chat The job Code, Type: Job Code # 233
- When Asked For Quality Analyst- Voice/ Chat The job Code, Type: Job Code # 234

Profile 1: Process Trainer - Voice ( Job Code # 232 )

Summary:

Delivery Manager for International Voice operations oversees end-to-end customer service, call center, or BPO delivery, managing large teams and client relationships across global markets.

Key Skills:

- Minimum 3 years of experience in International Voice Customer Service
- At Least 1 year of experience in Process Training.
- Any Graduate

Key Responsibilities:

- Deliver new-hire, process, cross-skill, upskill and refresher training for international voice customer-care teams.
- Prepare training plans, lesson plans, facilitator materials, learner content, assessments and certification criteria.
- Facilitate learning through demonstrations, role plays, mock calls, case studies, call simulations and coached practice.
- Train associates on customer intent, active listening, probing, empathy, complex-query resolution and first-contact resolution (FCR).
- Develop capability in complaint handling, irate customer management, de-escalation, objection handling, customer retention and critical escalations.
- Conduct pre-training and post-training assessments, track learning progress and certify associates against readiness criteria.
- Provide floor support and nesting support, observe live or simulated interactions, deliver immediate coaching and coordinate remediation for learning gaps.
- Analyse quality results, customer feedback, repeat-contact drivers, escalation trends and operational errors to identify training needs.
- Partner with Operations, Quality, Subject Matter Experts (SMEs) and Compliance teams to validate content accuracy and ensure consistent process interpretation.
- Maintain SOPs, knowledge articles, job aids, call flows, process changes and training materials, including version control and timely updates.
- Publish training dashboards covering attendance, assessment scores, certification, training effectiveness, nesting performance and action closure.
- Participate in calibration and governance reviews and provide insights on knowledge, skill, process and behavioural gaps.
- Evaluate training effectiveness through post-training performance, quality improvement, learner feedback and sustained behaviour change.
- Demonstrate robust spoken and written English, clear pronunciation, voice modulation, professional tone and classroom communication.
- Deliver instructor-led, virtual and blended training using presentations, demonstrations, role plays, case studies, call simulations, quizzes and practical assessments.
- Conduct Training Needs Analysis (TNA) and convert quality findings, customer feedback, repeat contacts and operational errors into focused learning interventions.
- Create and maintain lesson plans, facilitator guides, learner workbooks, assessments, knowledge articles, job aids, simulations and refresher content.
- Evaluate learner readiness using knowledge checks, call simulations, certification assessments and nesting observations.
- Use Learning Management Systems (LMS), virtual-training platforms, CRM/case-management systems, knowledge bases,



Excel and presentation tools.
- Ensure understanding of customer verification, privacy, mandatory disclosures, documentation standards and process compliance requirements.

Profile 2:Team Lead - Voice/Chat ( Job Code # 233 )

Summary:

Team Lead manages, coaches, and drives a group of call center or BPO agents handling inbound or outbound phone calls.

Key Skills

- Minimum 5 years of experience in International Voice / Web Chat Customer Service.
- Minimum 1 year of Team Handling experience.
- Any Graduate.

Key Responsibilities

- Own daily delivery for the assigned International Voice and Digital Customer Service Team, including shift readiness, staffing, work allocation, floor/queue control and end-of-day reviews.
- Drive Service Level, Quality, Productivity, Customer Experience and Compliance targets through continuous monitoring and timely interventions.
- Conduct daily huddles to communicate priorities, performance, process updates, customer themes, risks and required actions.
- Monitor associate performance through call reviews, live chat observations, interaction reviews, dashboards and operational reports, and provide evidence-based feedback.
- Conduct structured one-to-one coaching, performance management, improvement plans and corrective-action follow-up.
- Provide real-time support for complex queries, difficult conversations, irate customers, complaints, retention opportunities and billing issues across voice and digital channels.
- Own critical customer escalations, coordinate resolutions and ensure accurate communication and documentation.
- Ensure adherence to approved processes, scripts, knowledge content, templates, macros, CRM procedures and documentation standards.
- Manage concurrent chats, response timeliness, queue ageing, email backlog and workload distribution while maintaining accuracy and customer focus.
- Ensure secure handling of customer information and prevent cross-customer data errors during multiple digital interactions.
- Partner with Quality, Training, Workforce Management and Operations teams to address skill gaps, staffing risks, quality issues, backlog and service interruptions.
- Manage attendance, schedule adherence, shrinkage, absenteeism and leave planning in line with operational requirements.
- Analyse Service Level, AHT, Quality, CSAT, FCR, adherence, shrinkage, attrition, repeat contacts, complaints, escalation trends and customer feedback to identify root causes and corrective actions.
- Support new-hire transition, nesting, refresher training and continuous capability development.
- Maintain operational governance through action trackers, performance reviews, risk logs, audit evidence and stakeholder updates.
- Escalate material customer, compliance, people, system and delivery risks through appropriate governance channels.
- Identify opportunities to simplify processes, improve templates and macros, reduce customer effort, improve FCR and strengthen team productivity.
- Promote a respectful, inclusive, customer-focused and accountable team culture.
- Ensure compliance with customer verification, data privacy, security, call recording, mandatory disclosures, complaint handling and documentation controls.




- Apply knowledge of utilities customer service, including electricity and gas billing, meter reads, payments, collections, move-in/move-out, complaints, vulnerability and retention.

Profile 3: Quality Analyst- Voice/ Chat ( Job Code # 234 )

Summary:

Quality Analyst is a contact center professional who monitors, audits, and evaluates customer service or sales phone interactions to ensure agents adhere to quality standards, scripts, and compliance rules

Key Skills:

- Minimum 3 years of experience in Quality Monitoring for Voice or Web Chat Customer-Care.
- Hands-on experience evaluating voice and non-voice customer-care interactions involving complex queries, complaints, escalations, retention and billing explanations.
- Any Graduate.

Key Responsibilities:

- Monitor and evaluate voice, web chat, email and digital interactions against the approved quality framework, covering customer experience, resolution accuracy, process adherence, compliance and documentation.
- Assess difficult conversations, irate-customer handling, de-escalation, empathy, retention, billing queries and complaint handling across voice and digital channels.
- Evaluate digital interactions for grammar, spelling, punctuation, clarity, tone, empathy, personalisation, brand alignment and conversational flow.
- Assess customer intent, probing, response relevance, authentication, hold/delay management, closure and documentation across voice and digital interactions.
- Validate the accuracy of account, billing, usage, payment, adjustment, retention and service information provided to customers.
- Evaluate concurrent-chat management, response timeliness and prevention of cross-customer information errors.
- Verify compliance with authentication, privacy, consent, mandatory disclosures, secure-data handling and case-documentation requirements.
- Identify and escalate fatal errors, compliance breaches, verification gaps, misinformation, unsupported commitments, copy-paste errors, incorrect templates and documentation gaps.
- Record evaluation findings with objective evidence, clear rationale and specific improvement recommendations.
- Apply quality frameworks and evaluation forms consistently, distinguishing fatal vs. non-fatal errors and customer-impact vs. compliance-impact defects.
- Conduct root-cause analysis on quality failures, repeat contacts, complaint drivers, low CSAT/customer-effort results, transfers and unresolved interactions.
- Prepare and publish quality dashboards and reports covering scores, error trends, top defects, channel performance, agent performance, process gaps and corrective actions.
- Participate in internal, client and cross-site calibration sessions to maintain consistent quality standards and minimise scoring variance.
- Deliver structured, evidence-based feedback to associates and support team leaders with targeted coaching plans, follow-up reviews and improvement validation.
- Track bottom-quartile performers and validate the effectiveness of coaching and remediation actions.
- Identify training needs, knowledge gaps, SOP ambiguity, outdated templates, ineffective macros and process or digital-journey issues, and recommend corrective and preventive actions.
- Support audit readiness, quality governance, client reviews and continuous-improvement initiatives with accurate data and documentation.
- Maintain strong spoken and written English and document evaluations, observations and recommendations clearly and objectively.
- Use quality-monitoring tools, interaction analytics, CRM/case-management systems, evaluation forms, Excel and presentation tools.

📌 QA/ Team Lead / Trainer : Customer Support : Voice / Chat : Apply (Kolkata)
🏢 Outpace Consulting Services
📍 Kolkata