Voice & Accent Trainer - Voice Coach

Key Responsibilities:

• Monitor calls and emails on communication and soft skills (telephone etiquette) per sampling plan.
• Monitor and coach recruiters on grammar, pronunciation, enunciation, and other aspects of the English alphabet, culture, etc.
• Conduct new-hire trainings on processes, soft skills, MTI reduction, and cultural sensitivity.
• Support training initiatives on the floor: refresher training modules on the process, L&D, etc.
• Intermittently assist in the design and development of training material.
• Provide feedback and input for training content enhancement.
• Develop action plans for the bottom quartile and ensure their steady progress on the learning curve.
• Collaborate with multiple teams and processes.

Knowledge, Skills, and Attributes:

• Excellent communication skills.
• Strong understanding of the English alphabet technical and practical applications.
• Well-versed in soft skills.
• Understanding of monitoring and feedback techniques.
• Ability to audit monitored data and identify coaching/training needs.
• Efficient at managing one's own schedule and work.
• Must be self-motivated and able to motivate others.
• Ability to improve communication and soft skills of agents for continuous improvement.
• Display a high level of effort and commitment toward supporting employees.
• Ability to work in night shifts.