Process Trainer – International Voice

Location: Kolkata

Experience: 3–8 Years

Band: BPO 2/3

Salary: Up to ₹9 LPA

Process: Inbound / Outbound / Blended International Voice Customer Care

Job Code: 434137

Work Schedule

Rotational shifts, including night/graveyard shifts, based on business requirements.

Job Summary

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

The role will handle new-hire training, cross-skilling, refresher learning, nesting support, knowledge reinforcement, and targeted coaching.

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

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 sessions using demonstrations, role plays, mock calls, case studies, and practical exercises.
- Train associates in complex-query handling, probing, active listening, empathy, de-escalation, retention, and difficult conversations.
- Coach associates on complaint handling, 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.
- Analyse quality results, customer feedback, repeat-contact drivers, escalation trends, and operational errors to identify training needs.
- Collaborate with Operations, Quality, SMEs, and Compliance teams to ensure training content is accurate and process-aligned.




- Maintain and update SOPs, knowledge articles, job aids, call flows, and training materials.
- Track training effectiveness through assessment scores, certification results, nesting performance, quality improvements, and learner feedback.

Required Skills & Experience

- 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 explicit pronunciation, voice modulation, and professional communication skills.
- 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 translate operational or quality gaps into focused learning interventions.
- Experience developing lesson plans, training content, assessments, job aids, and knowledge materials.
- Ability to assess learner readiness through knowledge checks, mock calls, simulations, and nesting observations.
- 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.

Preferred Skills & Qualifications

- Experience in Utilities – Electricity & Gas Customer Service.
- 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 certification is an advantage.
- Bachelor's degree in any discipline is preferred.

Important Information

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

📌 Process Trainer - International (Kolkata)
🏢 Gratitude
📍 Kolkata