Customer Service Trainer

Job Description

• This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Customer Service Trainer in India. This role plays a pivotal part in elevating customer experience quality across high-volume, digital-first service environments. You will be responsible for designing and delivering impactful training programs that strengthen frontline agent performance within outsourced BPO teams. The position focuses on building service excellence through structured onboarding, continuous learning, and data-driven coaching. You will also define and enforce quality assurance standards that directly influence customer satisfaction, resolution efficiency, and overall service consistency. Working remotely, you will collaborate closely with program managers, vendor teams, and QA stakeholders across regions. The environment is fast-paced, globally distributed, and highly performance-oriented, requiring strong ownership and adaptability. Your work will directly shape how customers experience digital telecom services at scal
• Accountabilities: Design, deliver, and continuously improve onboarding, refresher, and upskilling training programs for customer service agents across BPO/vendor teams, ensuring alignment with evolving product and service requirements. Develop and maintain training materials, SOPs, service playbooks, scripts, and knowledge resources tailored to a digital customer support environment. Define and implement quality assurance frameworks, auditing processes, and service benchmarks across voice, chat, and digital channels. Analyze performance data (CSAT, FCR, resolution quality) to identify skill gaps and deliver targeted coaching interventions for agents and team leads. Conduct calibration sessions with BPO supervisors and internal stakeholders to ensure consistent QA evaluation standards and service alignment. Partner with vendor teams to ensure training effectiveness, knowledge transfer, and adherence to service expectations across all support channels. Support continuous improvement initiatives by using customer feedback and operational metrics to refine training and QA processes. Requirements 2+ years of experience in customer service training, learning & development, or business process management within high-volume support environments (e-commerce, telco, digital services, or B2C startups). Experience coaching or managing team leads, supervisors, or QA specialists in a training or performance improvement capacity. Strong understanding of customer service KPIs and hands-on experience with CRM and ticketing tools such as Zendesk or similar platforms. Proven ability to design scalable training programs and implement structured QA frameworks across internal or outsourced teams. Excellent communication and stakeholder management skills, with the ability to influence remote and cross-functional teams. Strong organizational and multitasking abilities, with experience managing multiple training and operational priorities. Fluency in English and Arabic (written and spoken) is required. Experience in fast-paced digital businesses, telecom environments, or startup settings is highly valued. Benefits Fully remote work arrangement with global collaboration exposure Opportunity to shape customer experience standards in a fast-scaling digital telecom environment High-impact role influencing service quality, customer satisfaction, and operational excellence Work within a global, innovation-driven organization operating across multiple markets Exposure to vendor management, QA systems, and large-scale training program design Continuous learning opportunities in customer experience, digital operations, and performance coaching Inclusive and diverse workplace culture with strong emphasis on collaboration and growth.
• How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether? Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. #LI-CL1
• We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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