About the Opportunity
A fast-scaling global BPO and customer experience solutions provider, we empower international brands with top-tier voice operations across North American markets. Our remote teams in India deliver high-impact training, quality assurance, and process optimization for US-facing customer service functions—blending cultural fluency, technical precision, and performance-driven coaching to elevate client outcomes.

Role & Responsibilities

- Design, deliver, and evaluate voice-based training programs tailored to US customer service workflows and compliance standards.
- Conduct live role-plays, feedback sessions, and shadowing with agents to improve tone, script adherence, and resolution efficiency.
- Create and maintain training decks, SOPs, and assessment rubrics aligned with client-specific KPIs and service level agreements.
- Monitor agent performance post-training, identify skill gaps, and deploy targeted upskilling interventions.




- Partner with QA and Operations to align training outcomes with real-time call metrics and customer satisfaction trends.
- Document training effectiveness and report insights to stakeholders for continuous program improvement.

Skills & Qualifications

- Must-Have
- US voice process training
- Call center coaching
- Script development
- Performance monitoring
- Customer service KPIs
- Zoom/Teams training delivery
- Quality assurance alignment
- Remote agent mentoring
- Preferred
- Experience with US healthcare or banking verticals
- familiarity with Genesys or Avaya dialer systems
- Working knowledge of LMS platforms

Perks & Culture Highlights

- 100% remote role with flexible hours aligned to US business hours
- Contractual extension potential based on performance and client demand
- Access to global client environments and cross-border best practices

📌 US VOICE PROCESS TRAINER (3 MONTH CONTRACTUAL) (India)
🏢 Beyond Border Consultants
📍 India