(Active ) Trainer - Voice_A_Kolkata

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

• 3–6 yrs of experience
• Voice process
• Customer service
• Escalation handling
• Lesson planning
• SOP writing
• Any graduate

Good to have

• CRM
• Six Sigma
• Data privacy
• Curriculum development