Trainer - Voice_A
KolkataFull-time3–6 yrsPosted over a month ago
Mid-level customer support role at Gratitude in Kolkata. Needs 3+ years and a degree.
About the role
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 training through 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,…
What you need
- Voice process
Good to have
- CRM
- Customer service
- Lesson planning
- Six Sigma
- SOP writing
- Learning and development