QA/ Team Lead / Trainer : Customer Support : Voice / Chat : Max 11 LPA

Hi,

We are hiring for one of India's leading IT & consulting organizations for the below Position :

Profile 1: Process Trainer - Voice ( Job Code # 232 )

Profile 2:Team Lead - Voice/Chat ( Job Code # 233 )

Profile 3: Quality Analyst- Voice/ Chat ( Job Code # 234 )

To Apply for above , WhatsApp 'Hi' @ 9519459922

• When Asked For Process Trainer - Voice The job Code, Type: Job Code # 232
• When Asked For Team Lead - Voice/Chat The job Code, Type: Job Code # 233
• When Asked For Quality Analyst- Voice/ Chat The job Code, Type: Job Code # 234

Profile 1: Process Trainer - Voice ( Job Code # 232 )

Summary

Process Trainer in a BPO or call center teaches new and existing staff the rules, software, and communication skills needed to handle phone-based customer service or sales.

Key Skills

• Minimum 3 years of experience in International Voice Customer Service
• At Least 1 year of experience as a Process Trainer.
• Any Graduate

Key Responsibilities

• Deliver new-hire, process, cross-skill, upskill and refresher training for international voice customer-care teams.
• Prepare training plans, lesson plans, facilitator materials, learner content, assessments and certification criteria.
• Facilitate learning through demonstrations, role plays, mock calls, case studies, call simulations and coached practice.
• Train associates on customer intent, active listening, probing, empathy, complex-query resolution and first-contact resolution (FCR).
• Develop capability in complaint handling, irate customer management, de-escalation, objection handling, customer retention and critical escalations.
• Conduct pre-training and post-training assessments, track learning progress and certify associates against readiness criteria.
• Provide floor support 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 (SMEs) and Compliance teams to validate content accuracy and ensure consistent process interpretation.
• Maintain SOPs, knowledge articles, job aids, call flows, process changes and training materials, including version control and timely updates.
• 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.
• Demonstrate strong spoken and written English, clear pronunciation, voice modulation, professional tone and classroom communication.
• Deliver instructor-led, virtual and blended training using presentations, demonstrations, role plays, case studies, call simulations, quizzes and practical assessments.
• Conduct Training Needs Analysis (TNA) and convert quality findings, customer feedback, repeat contacts and operational errors into focused learning interventions.
• Create and maintain lesson plans, facilitator guides, learner workbooks, assessments, knowledge articles, job aids, simulations and refresher content.
• Evaluate learner readiness using knowledge checks, call simulations, certification assessments and nesting observations.
• Use Learning Management Systems (LMS), virtual-training platforms, CRM/case-management systems, knowledge bases, Excel and presentation tools.
• Ensure understanding of customer verification, privacy, mandatory disclosures, documentation standards and process compliance requirements.

Profile 2:Team Lead - Voice/Chat ( Job Code # 233 )

Summary

Team Lead manages, coaches, and drives a group of call center or BPO agents handling inbound or outbound phone calls.

Key Skills

• Minimum 5 years of experience in International Voice / Web Chat Customer Service.
• Minimum 1 year of Team Handling experience.
• Any Graduate.

Key Responsibilities

• Own daily delivery for the assigned International Voice and Digital Customer Service Team, including shift readiness, staffing, work allocation, floor/queue control and end-of-day reviews.
• Drive Service Level, Quality, Productivity, Customer Experience and Compliance targets through continuous monitoring and timely interventions.
• Conduct daily huddles to communicate priorities, performance, process updates, customer themes, risks and required actions.
• Monitor associate performance through call reviews, live chat observations, interaction reviews, dashboards and operational reports, and provide evidence-based feedback.
• Conduct structured one-to-one coaching, performance management, improvement plans and corrective-action follow-up.
• Provide real-time support for complex queries, difficult conversations, irate customers, complaints, retention opportunities and billing issues across voice and digital channels.
• Own critical customer escalations, coordinate resolutions and ensure accurate communication and documentation.
• Ensure adherence to approved processes, scripts, knowledge content, templates, macros, CRM procedures and documentation standards.
• Manage concurrent chats, response timeliness, queue ageing, email backlog and workload distribution while maintaining accuracy and customer focus.
• Ensure secure handling of customer information and prevent cross-customer data errors during multiple digital interactions.
• Partner with Quality, Training, Workforce Management and Operations teams to address skill gaps, staffing risks, quality issues, backlog and service interruptions.
• Manage attendance, schedule adherence, shrinkage, absenteeism and leave planning in line with operational requirements.
• Analyse Service Level, AHT, Quality, CSAT, FCR, adherence, shrinkage, attrition, repeat contacts, complaints, escalation trends and customer feedback to identify root causes and corrective actions.
• Support new-hire transition, nesting, refresher training and continuous capability development.
• Maintain operational governance through action trackers, performance reviews, risk logs, audit evidence and stakeholder updates.
• Escalate material customer, compliance, people, system and delivery risks through appropriate governance channels.
• Identify opportunities to simplify processes, improve templates and macros, reduce customer effort, improve FCR and strengthen team productivity.
• Promote a respectful, inclusive, customer-focused and accountable team culture.
• Ensure compliance with customer verification, data privacy, security, call recording, mandatory disclosures, complaint handling and documentation controls.
• Apply knowledge of utilities customer service, including electricity and gas billing, meter reads, payments, collections, move-in/move-out, complaints, vulnerability and retention.

Profile 3: Quality Analyst- Voice/ Chat ( Job Code # 234 )

Summary

Quality Analyst is a contact center professional who monitors, audits, and evaluates customer service or sales phone interactions to ensure agents adhere to quality standards, scripts, and compliance rules

Key Skills

• Minimum 3 years of experience in Quality Monitoring for Voice or Web Chat Customer-Care.
• Hands-on experience evaluating voice and non-voice customer-care interactions involving complex queries, complaints, escalations, retention and billing explanations.
• Any Graduate.

Key Responsibilities

• Monitor and evaluate voice, web chat, email and digital interactions against the approved quality framework, covering customer experience, resolution accuracy, process adherence, compliance and documentation.
• Assess difficult conversations, irate-customer handling, de-escalation, empathy, retention, billing queries and complaint handling across voice and digital channels.
• Evaluate digital interactions for grammar, spelling, punctuation, clarity, tone, empathy, personalisation, brand alignment and conversational flow.
• Assess customer intent, probing, response relevance, authentication, hold/delay management, closure and documentation across voice and digital interactions.
• Validate the accuracy of account, billing, usage, payment, adjustment, retention and service information provided to customers.
• Evaluate concurrent-chat management, response timeliness and prevention of cross-customer information errors.
• Verify compliance with authentication, privacy, consent, mandatory disclosures, secure-data handling and case-documentation requirements.
• Identify and escalate fatal errors, compliance breaches, verification gaps, misinformation, unsupported commitments, copy-paste errors, incorrect templates and documentation gaps.
• Record evaluation findings with objective evidence, clear rationale and specific improvement recommendations.
• Apply quality frameworks and evaluation forms consistently, distinguishing fatal vs. non-fatal errors and customer-impact vs. compliance-impact defects.
• Conduct root-cause analysis on quality failures, repeat contacts, complaint drivers, low CSAT/customer-effort results, transfers and unresolved interactions.
• Prepare and publish quality dashboards and reports covering scores, error trends, top defects, channel performance, agent performance, process gaps and corrective actions.
• Participate in internal, client and cross-site calibration sessions to maintain consistent quality standards and minimise scoring variance.
• Deliver structured, evidence-based feedback to associates and support team leaders with targeted coaching plans, follow-up reviews and improvement validation.
• Track bottom-quartile performers and validate the effectiveness of coaching and remediation actions.
• Identify training needs, knowledge gaps, SOP ambiguity, outdated templates, ineffective macros and process or digital-journey issues, and recommend corrective and preventive actions.
• Support audit readiness, quality governance, client reviews and continuous-improvement initiatives with accurate data and documentation.
• Maintain strong spoken and written English and document evaluations, observations and recommendations clearly and objectively.
• Use quality-monitoring tools, interaction analytics, CRM/case-management systems, evaluation forms, Excel and presentation tools.