Job Title : Trainer - Voice_A

Job Description : We are looking for an experienced Process Trainer – Voice to design, deliver, and continuously improve training programs for international voice customer-care operations. The role will be responsible for new-hire training, cross-skilling, refresher learning, nesting support, knowledge reinforcement, and targeted coaching.

Experience : 3–8 years

Location : Kolkata

Required Skills :

1. International Voice Customer Service

2. Process Training & Coaching

3. Training Needs Analysis

4. Customer Handling & De-escalation

5. Training Content & Assessment Development

Key Responsibilities :

- Deliver new-hire, process, cross-skill, upskill, and refresher training for international voice teams.

- Develop training plans, lesson plans, facilitator guides, learner materials, assessments, and certification criteria.

- Conduct engaging training through demonstrations, role plays, mock calls, case studies, and practical exercises.

- Train associates on complex-query handling, probing, active listening, empathy, de-escalation, retention, and difficult conversations.

- Coach associates on complaints, irate customers, high-bill explanations, and critical escalations.

- Conduct assessments, track learner progress, and certify associates against readiness criteria.

- Provide floor and nesting support, identify performance gaps, and coordinate remediation.

- Analyze quality results, customer feedback, repeat-contact drivers, escalation trends, and operational errors to identify training needs.

- Partner with Operations, Quality, SMEs,



and Compliance teams to ensure training content is accurate and aligned with processes.

- Maintain and update SOPs, knowledge articles, job aids, call flows, and training materials.

- Track training effectiveness through assessment scores, certification, nesting performance, quality improvement, and learner feedback.

Qualifications :

- 3–6 years of international voice customer-service experience.

- At least 1 year of experience in process training, coaching, nesting support, or knowledge management.

- Strong spoken and written English with clear pronunciation, voice modulation, and professional communication.

- Strong knowledge of active listening, probing, empathy, de-escalation, objection handling, and customer retention.

- Experience delivering classroom, virtual, or blended training.

- Ability to conduct training needs analysis and convert operational or quality gaps into focused learning interventions.

- Experience developing lesson plans, training content, assessments, job aids, and knowledge materials.

- Working knowledge of LMS, virtual training platforms, CRM/case-management systems, knowledge bases, Excel, and presentation tools.

- Understanding of customer verification, privacy, mandatory disclosures, and process-compliance requirements.

- Utilities – Electricity & Gas Customer Service experience is preferred.

- Train-the-Trainer, facilitation, or instructional-design certification is an advantage.

- Lean Six Sigma Yellow or Green Belt is an advantage.

- Bachelor's degree in any discipline preferred.

Significant Points :

- Ex TCS Employees can't apply.

- PAN and DOB are required for profile creation.

📌 Trainer - Voice_A (Kolkata)
🏢 Gratitude
📍 Kolkata