We're Hiring: Process Trainer – International Voice | Kolkata

Looking to take your training career to the next level? Join our team and help develop high-performing international voice customer-service professionals!

Location: Kolkata
Experience: 3–8 Years
Salary: Up to ₹9 LPA
Qualification: Bachelor's Degree preferred
Band: BPO 2/3
Process: International Voice – Inbound / Outbound / Blended
Shift: Rotational shifts, including night/graveyard shifts

Job Overview

We are looking for an experienced Process Trainer – Voice who can deliver engaging training, coach new hires, support nesting, and improve the performance of international voice customer-care teams.

If you have strong international voice experience and a passion for training and mentoring people, this opportunity is for you!

Key Responsibilities

- Conduct new-hire, process, cross-skill, upskill and refresher training.

- Prepare training materials, lesson plans, assessments and learning activities.

- Train associates on customer handling, active listening, probing and complaint resolution.

- Coach employees on difficult conversations, escalations and customer retention.

- Conduct mock calls, role plays and assessments to evaluate readiness.

- Provide floor support and nesting assistance.

- Identify performance gaps and deliver targeted coaching.

- Coordinate with Operations, Quality and Compliance teams.

- Update SOPs,



knowledge articles and training materials.

- Track training effectiveness and drive continuous improvement.

Required Skills

- International Voice Process Experience

- Process Training

- Training & Development

- New Hire Training

- Coaching & Mentoring

- Nesting Support

- Floor Support

- Active Listening

- Customer Service

- Communication Skills

- Complaint Handling

- Customer Retention

- De-escalation

- Training Needs Analysis

- Training Content Development

- Quality Management

- Knowledge Management

- LMS

- Train the Trainer

Eligibility Criteria

- 3–8 years of overall 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 communication.

- Strong customer-handling and coaching skills.

- Bachelor's degree preferred.

- Utilities (Electricity & Gas) customer-service experience is an added advantage.

Key Information

- Rotational shifts, including night/graveyard shifts, are applicable.

- Ex-TCS employees are not eligible.

- PAN and DOB are required for profile creation.

Ready to Apply?

Don't miss this opportunity to grow your career in training and development!

Complete the questionnaire to apply:

Apply today and take the next step in your training career!

📌 Process Trainer - International | Kolkata
🏢 Gratitude
📍 Kolkata