Job Summary

We are looking for an experienced Process Trainer – Voice to design, deliver and improve training programs for international voice customer-care operations.

The candidate should have strong international voice experience and hands-on exposure to process training, coaching, nesting support or knowledge management.

Key Responsibilities

- Deliver new-hire, process, cross-skill, upskill and refresher training.
- Develop training plans, lesson plans, facilitator guides and assessments.
- Conduct engaging sessions using role plays, mock calls, case studies and practical exercises.
- Train associates on active listening, probing, empathy, de-escalation and customer retention.
- Coach associates on complaints, irate customers, high-bill explanations and escalations.
- Conduct assessments and certify associates based on readiness criteria.
- Provide floor support, nesting assistance and performance-gap remediation.
- Analyze quality scores, customer feedback and operational errors to identify training needs.
- Collaborate with Operations, Quality, SMEs and Compliance teams.
- Maintain SOPs, knowledge articles, job aids and training materials.
- Track training effectiveness through assessment scores, nesting performance and quality improvements.

Required Skills & Experience





- 3–6 years of international voice customer-service experience.
- Minimum 1 year of experience in process training, coaching, nesting support or knowledge management.
- Excellent spoken and written English.
- Strong communication, pronunciation and voice modulation skills.
- Knowledge of active listening, probing, empathy, objection handling and de-escalation.
- Experience in classroom, virtual or blended training.
- Ability to conduct training needs analysis.
- Experience developing training content, assessments and learning materials.
- Knowledge of LMS, CRM, Excel, presentation tools and knowledge bases.
- Understanding of customer verification, data privacy and compliance requirements.

Preferred Skills

- Experience in Utilities – Electricity & Gas Customer Service.
- Knowledge of billing, payments, complaints, retention and escalations.
- Train-the-Trainer or Instructional Design certification.
- Lean Six Sigma Yellow or Green Belt certification.
- Bachelor's degree in any discipline preferred.

Significant Eligibility Criteria

- Ex-TCS employees are NOT eligible to apply.
- PAN and Date of Birth (DOB) are mandatory for profile creation.

Interested candidates with relevant international voice and training experience can apply.

📌 (Active ) Trainer - Voice_A_Kolkata (Kolkata)
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