Voice & Accent Trainer : Pacific BPO

Job description:

• Listen to calls on the operation floor
• Provide feedback and conduct coaching sessions for the client partners on the floor to improve/ maintain the CPs language skills, soft skills, and call handling skills
• Conduct language and voice & accent training for employees as per organization standards
• Monitor and provide feedback for bottom performers
• Ensure that the bottom performers move up the learning curve by means of special coaching sessions
• Conduct on the floor interventions through coaching and feedback models as defined by function/program
• Should have the ability to create flyers basis the observation on the call audits
• Use the various learning tools to enhance spoken capabilities
• Support OJT/Production Ramp by observing, measuring, and monitoring learners as needed
• Maintaining and reporting audit/feedback/ coaching/ training records
• Training new hires on Fundamental Skills of Grammar and Voice & Accent
• Supporting for new hire interviews in checking their Communication & Accent
• Consistent alignment with operations by auditing calls, understanding needs, conducting refresher training.
• Demonstrating innovation in training by carrying floor requirement into classroom training
• Maintaining Data and MIS as per training requirement
• Supports intra & inter function collaboration.
• Proactively best practices ideas from across locations to add value.
• Contributes to process improvements and innovation in the training function.
• Conducts Need analysis and shares feedback with stakeholders.
• Providing Feedback to New Hires on V&A and Soft Skills
• Random review and audit of cases to identify opportunities in soft skills, set a base line, identify the opportunities, train, re-evaluate and check on progress made.
• Create a structured training plan, train and monitor to check the improvements.
• Track, maintain and publish all audit, training and improvement scores on periodic basis.

Desired Candidate Profile

• Graduate in any discipline. Certificate in voice/accent training would be a plus.
• Excellent communication skills
• Voice & Accent Training working experience.
• Soft skills training working experience.
• Good understanding on US Sounds and pronunciation
• Facilitation skills
• Good Interpersonal Skills
• MS-Office working experience.
• Flexibility to work in US Shift.