Senior Associate / Process Lead – Process Trainer - Voice – Kolkata
Location: Chakpachuria
• Experience: Mid Level
• Openings: 2
Job description
Job Title: Process Trainer - Voice
Job Location: Kolkata
Work Model: Work from Office
Candidate Expectations
3-6 years of international
voice experience, including at least 1 year in process training, nesting
support, coaching or knowledge management
Candidate Location-Anywhere in India
Candidate Industry (BPO / KPO / GBS / GCC / GSS / Captive Shared
Services)
Education and
Certification
Qualification: Minimum 15 years of regular, full-time education (10 +
2 + 3)
Job Purpose
Design, deliver and continuously improve process and customer-service
training for international voice operations. The role is responsible for
new-hire training, cross-skilling, refresher learning, nesting support,
knowledge reinforcement and targeted coaching. The Process Trainer will build
agent capability to manage complex queries, difficult conversations,
de-escalation, empathy, customer retention, billing explanations, accurate
documentation, and compliant resolution.
Detailed Job Description
3-6 years of international voice customer-service experience, including
at least 1 year in process training, nesting support, coaching or knowledge
management.
Strong spoken and written English with clear pronunciation, voice
modulation, professional tone and effective classroom communication.
Demonstrated capability to train complex-query resolution, active
listening, probing, empathy, de-escalation, objection handling, retention and
difficult-conversation management.
Experience delivering instructor-led, virtual and blended training using
presentations, demonstrations, role plays, case studies, call simulations,
quizzes and practical assessments.
Ability to conduct training needs analysis and convert quality findings,
customer feedback, repeat contacts and operational errors into focused learning
interventions.
Experience creating and maintaining lesson plans, facilitator guides,
learner workbooks, assessments, knowledge articles, job aids, simulations and
refresher content.
Ability to evaluate learner readiness using knowledge checks, call
simulations, certification assessments and nesting observations.
Working knowledge of learning-management systems, virtual-training
platforms, CRM or case-management systems, knowledge bases, Excel and
presentation tools.
Understanding of customer verification, privacy, mandatory disclosures,
documentation standards and process-compliance requirements.
Deliver new-hire, process, cross-skill, upskill and refresher training
for international voice customer-care teams.
Prepare training plans, calendars, lesson plans, facilitator materials,
learner content, assessments and certification criteria.
Facilitate learning through demonstrations, customer scenarios, role
plays, mock calls, case studies and coached practice.
Train associates to understand customer intent, probe effectively,
explain complex information in plain language and achieve accurate
first-contact resolution.
Develop capability in handling complaints, irate customers,
de-escalation, empathy, customer retention, high-bill explanations and critical
escalations.
Conduct pre-training and post-training assessments, track learning
progress and certify associates against agreed readiness criteria.
Provide floor and nesting support, observe live or simulated
interactions, deliver immediate coaching and coordinate remediation for
learning gaps.
Analyse quality results, customer feedback, repeat-contact drivers,
escalation trends and operational errors to identify training needs.
Partner with operations, quality, subject-matter experts and compliance
teams to validate content accuracy and ensure consistent process
interpretation.
Maintain version control and timely updates for SOPs, knowledge
articles, job aids, call flows, process changes and training materials.
Publish training dashboards covering attendance, assessment scores,
certification, training effectiveness, nesting performance and action closure.
Participate in calibration and governance reviews and provide insights
on knowledge, skill, process and behavioural gaps.
Evaluate training effectiveness through post-training performance,
quality improvement, learner feedback and sustained behaviour change.
Other Remarks
Flexible working in any
shifts.
Documents Mandatory-
Personal, Academic and professional
Key Skills
Mandatory Key skills: Training Delivery, Facilitation and Learner Engagement,
International Voice and Customer Care Process Knowledge, Assessment, Coaching
and Performance Improvement
Good to have Skills: Utilities, Electricity and Gas Customer Service