Training Specialist

Job Title :

Training & Development Executive – Customer Service

Location :

Call Centre Office, DLE Industrial Area, Kirti Nagar, New Delhi – 110015

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

sooraj@superpe.in

SuperPe is an equal opportunity employer and welcomes candidates of all backgrounds to apply. We look forward to hearing from you!