About the role

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.
Qualifications: BACHELOR OF COMMERCE

Process Trainer - Voice

About the role

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