Training Specialist

5 days ago

New Delhi, India SuperPe Full time

Job Title: Training & Development Executive – Customer Service Location: Call Centre Office, DLE Industrial Area, Kirti Nagar, New Delhi – Employment Type: Full-time Department: Customer Experience / Operations About the Role We are looking for a dynamic and experienced Training & Development Individual to train and coach customer service associates on effective communication, call handling, customer interactions, and process knowledge. The role involves developing training modules and ensuring service quality across inbound and outbound customer engagement. Key Responsibilities Conduct training sessions for new customer service associates on voice & accent, communication skills, and customer interaction etiquette. Train team members on call handling techniques, email/chat response writing, objection handling, and soft skills. Develop and maintain training materials, modules, scripts, and assessments. Monitor calls and provide constructive feedback through coaching sessions and refresher training. Evaluate associate performance during and after training through assessments and on-the-job evaluations. Work closely with Quality and Operations teams to identify training needs and performance gaps. Facilitate product/process training in line with business updates. Maintain detailed reports of training progress, effectiveness, and performance improvements. Ensure high training standards that align with company goals and customer satisfaction expectations. Required Skills & Experience Education: Bachelor’s degree in any field (preferred: Communication, HR, Management or related field) Experience: 3+ years of experience in Training & Development within a BPO/Call Centre environment Excellent spoken and written English; knowledge of Hindi is mandatory Strong presentation and facilitation skills Ability to coach and motivate new team members Good understanding of customer service quality metrics (AHT, CSAT, Call Quality, etc.) Proficient in MS Office (PowerPoint, Excel, Word) To apply, please send your resume to SuperPe is an equal opportunity employer and welcomes candidates of all backgrounds to apply. We look forward to hearing from you

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