434137 Trainer - Voice A Kolkata

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

• 3–8 yrs of experience
• Voice process
• CRM
• Customer service
• Complaint handling
• Escalation handling
• Lesson planning
• Any graduate

Good to have

• Six Sigma
• Curriculum development
• SOP writing
• Learning and development