About the role

We are hiring an experienced Process Trainer – Voice in Kolkata to design, deliver and continuously improve training for international voice customer-care operations (inbound, outbound or blended). You will run recent-hire training, cross-skilling, refresher learning, nesting support and targeted coaching. The role suits a customer-service professional with strong international voice experience and hands-on exposure to training, coaching, nesting support or knowledge management. It involves rotational shifts , including nights, with a salary of up to ₹9 LPA .

Key responsibilities

Training delivery

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

- Run engaging sessions using 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

Assessment and floor support

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

- Provide floor and nesting support, spot performance gaps and coordinate remediation

Content and analysis

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

- Analyse quality results, customer feedback, repeat-contact drivers, escalation trends and errors to find training needs

- Work with Operations, Quality, SMEs and Compliance to keep content accurate and aligned with processes

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

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

Required skills and experience





- 3 to 6 years of international voice customer-service experience

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

- Strong spoken and written English, with clear pronunciation, voice modulation and a professional manner

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

- Experience delivering classroom, virtual or blended training

- Ability to run training needs analysis and turn operational or quality gaps into focused learning

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

- Ability to assess readiness through knowledge checks, mock calls, simulations and nesting observations

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

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

- Willing to work rotational shifts , including night and graveyard shifts

Preferred qualifications

- Utilities (electricity and gas) customer service experience

- Knowledge of customer lifecycle, billing, payments, complaints, retention, complex-query resolution and escalations

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

- Lean Six Sigma Yellow or Green Belt

- Bachelor’s degree in any discipline

Job details

Role

Process Trainer – Voice

Process

Inbound, outbound or blended international voice customer care

Location

Kolkata

Experience

3 to 8 years (see note below)

Band

BPO 2/3

Job code

434137

Salary

Up to ₹9 LPA

Shift

Rotational, including night and graveyard shifts

Why join

- Own training for an international voice account

- Salary of up to ₹9 LPA

- Build content, coaching and facilitation skills

- Work closely with Operations, Quality and Compliance

- Growth path to senior trainer, quality and team lead roles

📌 Process Trainer Jobs Kolkata | Up to 9 LPA |
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📍 Kolkata