Process Trainer – Voice | International Customer Care

Are you passionate about training, coaching, and developing high-performing customer service teams? Join our Kolkata team as a Process Trainer – Voice and help international voice associates strengthen their communication, customer-handling, problem-solving, and service-quality skills.

Job Details

- Role: Trainer – Voice_A

- Location: Kolkata

- Experience: 3–8 years

- Relevant Experience: 3–6 years in international voice customer service, with at least 1 year in training, coaching, nesting support, or knowledge management

- Band: BPO 2/3

- Salary: Up to ₹9 LPA

- Job Code: 434137

- Process: Inbound / Outbound / Blended International Voice Customer Care

- Shift: Rotational, including night/graveyard shifts

- Work Mode: Not specified

Key Responsibilities

- Deliver current-hire, refresher, cross-skill, and upskilling training programs for international voice teams.

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

- Conduct interactive sessions using role plays, mock calls, demonstrations, case studies, and practical exercises.

- Train associates in active listening, probing, empathy, de-escalation, objection handling, customer retention, and complaint resolution.

- Coach associates on handling irate customers, billing queries, difficult conversations, and escalations.

- Assess learner progress, conduct knowledge checks, and certify associates based on readiness criteria.

- Provide floor support and nesting assistance to identify and close performance gaps.

- Analyse quality scores, customer feedback, operational errors,



and repeat-contact trends to identify training needs.

- Collaborate with Operations, Quality, SMEs, and Compliance teams to maintain accurate training content.

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

- Track training effectiveness through assessment results, certification rates, nesting performance, and quality improvements.

Required Skills

- International Voice Customer Service

- Process Training and Facilitation

- Coaching and Performance Improvement

- Training Needs Analysis

- Customer Handling and De-escalation

- Active Listening and Probing

- Training Content Development

- Assessment and Certification

- Quality Analysis and Feedback

- Excellent spoken and written English

Preferred Qualifications

- Experience in utilities customer service, including electricity and gas.

- Knowledge of billing, payments, complaints, retention, escalations, and customer lifecycle processes.

- Train-the-Trainer, facilitation, or instructional-design certification.

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

- Bachelor's degree in any discipline preferred.

- Working knowledge of LMS platforms, virtual training tools, CRM systems, MS Excel, and presentation software.

Important Eligibility Information

- Willingness to work rotational and night/graveyard shifts is required.

- Former TCS employees are not eligible to apply.

- PAN and Date of Birth (DOB) are required for employee profile creation.

Apply now if you have international voice experience and a passion for coaching, training, and improving customer service performance.

📌 Process Trainer - | International Customer Care (Kolkata)
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📍 Kolkata