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Voice and Accent Trainer (VNA)

Job Code:
  • Miscellaneous
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Job Details

Key Job ResponsibilitiesManaging retention during training Consistent alignment with operations by auditing calls, understanding needs, conducting refreshersDemonstrating innovation in training by carrying floor requirement into classroom training. Maintaining Data and MIS as per training BPMS / requirementDrives initiatives to add value to the function and customer Supports intra & inter function collaborationProactively best practices ideas from across locations to add value Contributes to process improvements and innovation in the training functionAttends TTT for any client requirements Interfaces with customers when neededConducts Need analysis and shared feedback with stakeholders Good communication SkillsExperience with Voice and Accent and soft skills training Responsible for defined training conversionGood interpersonal skills. Excellent presentation and communication skills.Good domain knowledge. Conduct Process Training Batches (New Hire / Refresher / Update Training)Engage in R 360 projects and initiatives.Prepare Training Reports. Coaching and feedback.Encourage advisors and strive for operational excellence ensuring all SLA s are kept in mind and working towards them to achieve them.Prepare Generic & Specific Skill Set Training Content and manuals when needed. When not in Training batches to take calls on the Live Floor and ensure that the quality standards are met.Manage all training assets carefully and be accountable for them.Attend GAGE and Calibrations. Initiate and drive Projects to improve business and quality metrics along with the teamFollowing the Training and TQ frameworks designed for the process and ensure 100% compliance In time completion for all process and regulatory training and certification for Self and TeamPlan and strategize the monthly and quarterly goals with the team bearing in mind the business goals To evaluate calls /emails as per sample methodology Responsibility for performance of the team monitored and show efficacy and needle movementTracking Customer VOC Identify areas of opportunity in the calls monitored Derive the Top Errors and drive TNABridge the knowledge gaps with the Training Team Analyzing & communicating the areas of opportunity Coaching & Counseling the QAs and agents on the areas of opportunity Generating quality reports, update records for MIS Be focussed by continuously monitoring process updates, changes Maintain Knowledge Database Drive through TQ tools and practices/ processes Ensure non-compliance is captured and controlled and raised in time proactively All external and internal instances of non-compliance to be reported and closed in time (As per severity metric)Outlier Management and Compliance Drive Internal and External CalibrationsSetup Dip checks on RTR Act with integrity in all mattersSetup methodology to raise alarms in time to drive performance and/or setup mechanism to predict performance Quarterly Pulse/Performance feedback from internal/External stakeholders by Upline/Reporting Manager Any escalations to be documented and included in overall quarterly/Monthly Performance.
Additional Degree: BE/ B.Tech (Engineering) | B.Sc. (Science)

Experience: 3-4


Any Process - Both BPO Type | Technical Process | Voice & Accent Training | Voice Process - Both BPO Type
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