434137 Trainer - Voice_A_Kolkata
KolkataFull-time3–8 yrsPosted over a month ago
Mid-level customer support role at Gratitude in Kolkata. Needs 3+ years and a degree.
About the role
We are looking for an experienced Process Trainer – Voice to design, deliver, and continuously improve training programs for international voice customer-care operations. The candidate will be responsible for new-hire training, cross-skilling, upskilling, refresher training, nesting support, knowledge reinforcement, and targeted coaching.
What you'll do
- 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 classroom, virtual, and blended training 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 customer conversations
- Conduct knowledge checks and assessments, track learner progress, and certify associates against defined readiness criteria
What you need
- Voice process
- CRM
- Customer service
- Complaint handling
- Escalation handling
- Lesson planning
Good to have
- Six Sigma
- Curriculum development
- SOP writing
- Learning and development