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 new-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.