Process Trainer - Voice

Gratitude India Pvt Ltd; Kolkata District, Chennai District, Mumbai; On-site; INR 400,000 - 800,000; Full time

Job summary

Gratitude India Pvt Ltd in Kolkata is seeking a training professional to deliver programs for international voice customer care, including new-hire, cross-skill and refresher courses.

You will coach associates on complex queries, de-escalation, retention and escalations, and support nesting, assessments and quality improvement.

Qualifications

• 3–8 years' experience in international voice customer service.
• 1+ year in training/coaching, nesting or knowledge management.
• Strong English, facilitation and customer handling skills.

Responsibilities

• Deliver training for international voice customer care, including new-hire, cross-skill and refresher programs.
• Coach associates on complex queries, de-escalation, retention and escalations.
• Support nesting, assessments and quality improvement.

Skills

English proficiency

Facilitation

Customer handling

Job description

Deliver training for international voice customer care, including new-hire, cross-skill and refresher programs. Coach associates on complex queries, de-escalation, retention and escalations. Support nesting, assessments and quality improvement.

Required Candidate profile

International voice customer service professional with 3-8 years' experience and 1+ year in training/coaching, nesting or knowledge management. Strong English, facilitation and customer handling.