Trainer

Cogenthub; North 24 Parganas District; On-site; INR 500,000 - 800,000; Full time

Benefits offered by this job

Drop/Cab Facility

Exposure to International US/UK

Career Growth Opportunities

Full-Time Employment

Professional Environment

Job summary

CogentHub is seeking an experienced and dynamic CSA Trainer to join our Training & Development team for an International BPO Voice, Email, and Chat Process. The ideal candidate should have hands-on experience in New Hire Training, Process Training, Voice & Accent, and Soft Skills.

Key responsibilities include conducting various training sessions, monitoring trainee performance, and collaborating with teams to ensure alignment with client standards.

Qualifications

• 3-7 years of relevant experience in International BPO Training.
• Candidates with Voice, Email, and Chat training experience are preferred.
• Must be comfortable working from office and in US/UK shifts.

Responsibilities

• Conduct New Hire Training for International Voice, Email, and Chat processes.
• Deliver Process, Product, Customer Service, and Communication Skills training.
• Design and update training modules, lesson plans, and assessments.

Skills

Trainer experience

International Voice

Email processes

Chat processes

Communication skills

Soft skills

Mock calls

Presentation skills

Accent neutralization

Analytical skills

Education

Graduate in any discipline

Tools

MS Office

PowerPoint

Excel

LMS tools

Job description

Hiring: CSA Trainer International BPO Voice, Email & Chat Process

Job Title: CSA Trainer International BPO
Company: CogentHub
Employment Type: Full-Time | Permanent
Location: PS Srijan Tech Park, 14th Floor, DN-52, Street No. 11, DN Block, Sector V, Bidhannagar, Kolkata, West Bengal 700091
Shift: US/UK Shifts Flexible as per business requirement
Experience: 37 Years in International BPO Training
Perk: Drop/Cab Facility
Work Mode: Work From Office

Job Overview-

We are looking for an experienced and dynamic CSA Trainer to join our Training & Development team for an International BPO Voice, Email & Chat Process.

The ideal candidate should have hands‑on experience in International Voice, Email & Chat processes, along with expertise in New Hire Training, Process Training, Voice & Accent, Communication Skills, Soft Skills, OJT and Nesting support.

Candidates with US/UK International Customer Service experience will be highly preferred.

Key Responsibilities

• Conduct New Hire Training (NHT) for International Voice, Email & Chat processes.
• Deliver Process, Product, Customer Service, Voice & Accent and Communication Skills training.
• Train associates on voice handling, email etiquette, chat etiquette and written communication.
• Conduct mock calls, role plays, email-writing exercises and chat simulations.
• Design and update training modules, lesson plans, assessments and training materials.
• Conduct TNA/TNI, refresher training and upskilling sessions.
• Monitor trainee performance through assessments, mock interactions and certification tests.
• Provide OJT/Floor Support and Nesting support to new hires.
• Track certification pass rates, trainee performance and nesting metrics.
• Collaborate with Operations, Quality and SME teams to identify and close performance gaps.
• Ensure training is aligned with client SLAs, SOPs and Quality standards.
• Maintain training MIS, attendance, assessment and performance reports.

Key Skills Required

• Experience as a Trainer / Process Trainer / CSA Trainer in an International BPO.
• Hands‑on experience in International Voice + Email + Chat processes.
• US/UK process experience highly preferred.
• Excellent English verbal and written communication skills.
• Strong Voice & Accent / Accent Neutralization skills.
• Excellent knowledge of Email & Chat Etiquette.
• Strong presentation, facilitation and classroom management skills.
• Excellent coaching, mentoring and feedback skills.
• Knowledge of TNA/TNI, NHT, OJT and Nesting.
• Understanding of BPO KPIs such as CSAT, AHT, FCR, Quality and SLA.
• Ability to conduct mock calls, role plays, email assessments and chat simulations.
• Proficiency in MS Office, PowerPoint, Excel and LMS tools.
• Strong analytical, interpersonal and problem-solving skills.
• Train-the-Trainer (TTT) certification will be an added advantage.

Qualification & Experience

• Graduate in any discipline.
• 3-7 years of relevant experience in International BPO Training.
• Candidates with Voice + Email + Chat training experience will be preferred.
• US/UK International process experience is highly preferred.
• Must be comfortable working from office and in US/UK shifts.

Perks & Benefits

• Drop/Cab Facility
• Exposure to International US/UK Processes
• Career Growth & Learning Opportunities
• Full-Time & Permanent Employment
• Professional & Supportive Work Environment

Work Location

CogentHub – 14th Floor, PS Srijan Tech Park
DN-52, Street No. 11, DN Block, Sector V, Bidhannagar, Kolkata, West Bengal – 700091