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

Skills:
access,training,contractual,customer,voice process,coaching,quality assurance,customer service

📌 International Customer Service (India)
🏢 Beyond Border Consultants
📍 India