(Active ) Trainer - Voice_A_Kolkata
KolkataFull-time3–6 yrsPosted 3 days ago
Mid-level customer support role at Gratitude in Kolkata. Needs 3+ years and a degree.
About the role
Job SummaryWe are looking for an experienced Process Trainer – Voice to design, deliver and improve training programs for international voice customer-care operations.The candidate should have strong international voice experience and hands-on exposure to process training, coaching, nesting support or knowledge management.Key ResponsibilitiesDeliver new-hire, process, cross-skill, upskill and refresher training.
What you'll do
- Develop training plans, lesson plans, facilitator guides and assessments
- Conduct engaging sessions using role plays, mock calls, case studies and practical exercises
- Train associates on active listening, probing, empathy, de-escalation and customer retention
- Conduct assessments and certify associates based on readiness criteria
- Provide floor support, nesting assistance and performance-gap remediation
What you need
- Voice process
- Customer service
- Escalation handling
- Lesson planning
- SOP writing
Good to have
- CRM
- Six Sigma
- Data privacy
- Curriculum development