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 new-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

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