V&A Trainer (Work From Office - Rotational shifts)

Role & responsibilities

• Training of new hires/existing employees on fundamental skills essential for entry level performance Voice & Accent, Soft Skills, Language Enhancement, Culture Sensitization
• Working closely with internal and external stakeholders for implementation and evaluation of training projects
• Communicate training progress daily/weekly to internal stakeholders. Keep batch engaged
• Train both new hires and existing agent population on Communication and required soft skills
• Analyze the coaching / Training needs of the associates & support them in delivery.
• Conduct compliance, communication & Process Awareness sessions for new hires.
• Participate in calibrations to ensure that all the voice coaches are on the same page for consistent scoring & feedback delivery approach
• Documenting training progress and reporting it to training/operations.
• Assist HR in recruitment and selection process for new hire
• Design and manage various training programs, manuals and workbooks, with particular emphasis on keeping content up to date, through liaison with the supervisor
• Develop Action plans and report out the improvement process in business reviews.
• Conducting Voice & Accent/Behavioral/Process trainings as per business requirements

Preferred candidate profile

• Communication Skills (Oral and Written) Advanced
• Voice & Accent Domain Advanced/Expert
• Soft Skills Domain Advance
• Language Enhancement Domain Advanced
• Culture Sensitization Domain – Advanced
• Exceptional presentation skills.
• Willing to work in a fast-paced environment under tight deadlines.
• Comfortable to work from Office with flexibility of working in 24*7 environment.