Trainer

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.
• 37 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

Apply Now!

If you have a passion for training and strong experience in International Voice, Email & Chat processes, this is an excellent opportunity to grow your career with us!

Interested candidates can share their updated resume at:
[email removed]

Drop your resume on the above-mentioned email ID and we will get in touch with you!