Process Trainer

Job Title: CSA Trainer International BPO Voice Process

Industry: BPO / ITES / Customer Service

Department: Training & Development

Employment Type: Full-Time, Permanent

Experience Required: 3-7 Years

Location: Kolkata (Work From Office)

Shift: US/UK Shift (Flexible as per business requirement)

Job Description:

We are hiring a CSA Trainer for an international BPO voice process based out of Kolkata. The ideal candidate will have hands-on experience training customer service associates on process, communication, and soft skills for international clients (US/UK voice).

Key Responsibilities:

• Conduct New Hire Training (NHT) and process training batches for international voice process
• Deliver Voice & Accent and Communication Skills training
• Design and update training modules, assessments, and feedback mechanisms
• Conduct TNI (Training Need Identification) and refresher sessions
• Track and report trainee performance, certification pass rates, and nesting period metrics
• Collaborate with Quality and Operations teams to align training with client SLAs
• Handle floor support/OJT (On Job Training) as needed

Required Skills & Qualifications:

• 23 years of experience as a Trainer/Process Trainer in an international BPO (US/UK voice mandatory)
• Excellent verbal and written communication skills (near-neutral accent preferred)
• Strong presentation and classroom management skills
• Proficiency in MS Office / LMS tools for training documentation
• Certification in Train-the-Trainer (TTT) preferred, not mandatory
• Graduate in any discipline
• Should be flexible with US/UK shift timings as per requirement
• Comfortable working from office (Kolkata location)

Perks & Benefits:

• Drop facility provided