Voice Product Trainer
- NLB
- 6 - 11 years
- Noida, Gurugram
- 3 months ago
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Job Description
Role & responsibilities
- Deliver New Hire Training (NHT), OJT, and refresher programs focused on voice communication, product knowledge, and customer handling skills.
- Conduct voice, accent neutralization, soft skills, and customer experience training for call center associates.
- Facilitate product and process training aligned with client requirements, SOPs, and business updates.
- Own end-to-end training throughput, including assessments, certifications, and transition to floor.
- Track training effectiveness through PKTs, dip checks, call audits, and post-training performance metrics.
- Identify performance gaps and recommend targeted coaching and improvement plans.
- Create, update, and maintain training content, SOPs, assessments, and knowledge assets.
- Conduct calibrations and feedback sessions in partnership with Quality and Operations.
- Support process transitions, product launches, and change management initiatives.
- Publish weekly/monthly training MIS and dashboards for stakeholders.
Preferred candidate profile
- Bachelors degree or equivalent.
- 6+ years of experience as a Voice Trainer / Product Trainer in a BPO, KPO, or customer experience environment.
- Strong exposure to voice processes, customer handling, and product/process training.
- Experience in delivering classroom, virtual, and on-the-job training.
- Hands-on experience with LMS, training assessments, and reporting.
Job Classification
Industry: Analytics / KPO / ResearchFunctional Area / Department: Teaching & TrainingRole Category: Corporate TrainingRole: Product / Service TrainerEmployement Type: FreshersContact Details:
Company: NLB ServicesLocation(s): Noida, Gurugram+ View Contact
Keyskills: Product Training Process Training Customer Service Training Soft Skills Training
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