International Voice Process Trainer || Call Center || BPO || Sales

Role & responsibilities

WE ARE LOOKING FOR SOMEONE WITH AN EXPERIENCE OF OVER 2 YEARS OF TRAINING INTERNATIONAL SALES AGENTS, SOMEONE WHO HAS GOOD ENGLISH LANGAGE SKILLS - BOTH SPOKEN AND WRITTEN.

• Monitor & Evaluate Calls:

Review live and recorded calls to ensure agents meet performance benchmarks.

Identify strengths, improvement areas, and missed opportunities.

• Provide Feedback & Coaching:

Deliver constructive feedback and conduct coaching sessions to guide agents.

Develop and implement Dos and Don'ts for optimal call handling.

• Develop Quality Standards:

Create scorecards and checklists aligned with campaign goals and compliance policies.

Identify performance trends and recommend improvement strategies.

• Reporting & Process Collaboration:

Prepare reports to track individual and team performance.

Collaborate with supervisors and trainers to refine processes and update training materials.

• Ensure Compliance:

Monitor calls for adherence to company policies and regulatory guidelines.

• Feedback:

Provide relevant feedback to agents,

• Reporting:

Providing daily reports to the respective manager and ensuring to take back feedback on how to improve training programs as and when required.

Preferred candidate profile

• 2-3 years + experienced.
• Has good English communication skills - especially spoken - WELL SPOKEN IS KEY
• Has the soft skills to ensure a smooth work environment and maintain proficiency at all cost
• Has a professional approach to dealing with agents.