Process Trainer - Voice

Job Purpose

Design, deliver and continuously improve process and customer-service training for international voice operations. The role is responsible for new-hire training, cross-skilling, refresher learning, nesting support, knowledge reinforcement and targeted coaching. The Process Trainer will build agent capability to manage complex queries, difficult conversations, de-escalation, empathy, customer retention, billing explanations, accurate documentation and compliant resolution.

Job Requirements*

• 3-6 years of international voice customer-service experience, including at least 1 year in process training, nesting support, coaching or knowledge management.

• Strong spoken and written English with clear pronunciation, voice modulation, professional tone and effective classroom communication.

• Demonstrated capability to train complex-query resolution, active listening, probing, empathy, de-escalation, objection handling, retention and difficult-conversation management.

• Experience delivering instructor-led, virtual and blended training using presentations, demonstrations, role plays, case studies, call simulations, quizzes and practical assessments.

• Ability to conduct training needs analysis and convert quality findings, customer feedback, repeat contacts and operational errors into focused learning interventions.

• Experience creating and maintaining lesson plans, facilitator guides, learner workbooks, assessments, knowledge articles, job aids, simulations and refresher content.

• Ability to evaluate learner readiness using knowledge checks, call simulations, certification assessments and nesting observations.

• Working knowledge of learning-management systems, virtual-training platforms, CRM or case-management systems, knowledge bases, Excel and presentation tools.

• Understanding of customer verification, privacy, mandatory disclosures, documentation standards and process-compliance requirements.

Key Responsibilities*

• Deliver new-hire, process, cross-skill, upskill and refresher training for international voice customer-care teams.

• Prepare training plans, calendars, lesson plans, facilitator materials, learner content, assessments and certification criteria.

• Facilitate learning through demonstrations, customer scenarios, role plays, mock calls, case studies and coached practice.

• Train associates to understand customer intent, probe effectively, explain complex information in plain language and achieve accurate first-contact resolution.

• Develop capability in handling complaints, irate customers, de-escalation, empathy, customer retention, high-bill explanations and critical escalations.

• Conduct pre-training and post-training assessments, track learning progress and certify associates against agreed readiness criteria.

• Provide floor and nesting support, observe live or simulated interactions, deliver immediate coaching and coordinate remediation for learning gaps.

• Analyse quality results, customer feedback, repeat-contact drivers, escalation trends and operational errors to identify training needs.

• Partner with operations, quality, subject-matter experts and compliance teams to validate content accuracy and ensure consistent process interpretation.

• Maintain version control and timely updates for SOPs, knowledge articles, job aids, call flows, process changes and training materials.

• Publish training dashboards covering attendance, assessment scores, certification, training effectiveness, nesting performance and action closure.

• Participate in calibration and governance reviews and provide insights on knowledge, skill, process and behavioural gaps.

• Evaluate training effectiveness through post-training performance, quality improvement, learner feedback and sustained behaviour change.