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V&T trainer_5to 7 yrs_Noida_Perm

Keywords / Skills : Role : Communications/Quality CoachExp: 5-7 yearsDescription:Graduate with minimum 4 years of experience in Call quality and at least 2 years experience in inbound technical support/Service Desk calling. Willing to work 24x7, should have minumum 3 years calling experience in any inbound processCandidates with experience in ServiceDesk and access/request Management, will be preferredShould have experience in Voice/chat/email support channelsCandidate should be able to coach the operations analysts on soft skills and basic VnA as wellPerform analysis of query/call listening results in line with customer objectives to develop business cases.Compile analysis results and create presentations. Skills required:· Extensive Quality experience – Audits, Coaching & training· Excellent Communication skills – Verbal & Non Verbal· Presentation Skills, along with reporting knowledge in MS-Excel· Trend analysis and reporting· Ability to multi-task· AdaptabilityKey Responsibility Areas:Support Delivery in meeting Soft Skills and call quality/compliance related deliverablesFirst point of contact for communication and soft skills escalationTo do the initial trainings and base lining for every new member of the teamEnsuring that every team member is ready for the process in terms communication & call handling skillsTo provide continuous training, coaching and mentoring to all team membersTo monitor calls/chats/emails regularly and provide feedback to all agentsReport generation and CSAT analysisMonthly or Weekly Engagement reviews and close loop on action itemsService/Continual Improvement Plans - SIP/CIP's to be run within projects for Project improvement

5 - 7 years
Posted: 26th Jul 2017

Industry
IT/ Computers - Software
Function
IT
Role
Software Engineer/ Programmer
Posted On
26th Jul 2017
Job Ref code
v-amp-t-trainer_5to-
7-yrs_noida_perm
Job Description
Role : Communications/Quality Coach

Exp:
5-7 years

Description:

Graduate with minimum 4 years of experience in Call quality and at least 2 years experience in inbound technical support/Service Desk calling. Willing to work 24x7, should have minumum 3 years calling experience in any inbound process
Candidates with experience in ServiceDesk and access/request Management, will be preferred
Should have experience in Voice/chat/email support channels
Candidate should be able to coach the operations analysts on soft skills and basic VnA as well
Perform analysis of query/call listening results in line with customer objectives to develop business cases.Compile analysis results and create presentations.

Skills required:

· Extensive Quality experience – Audits, Coaching & training
· Excellent Communication skills – Verbal & Non Verbal
· Presentation Skills, along with reporting knowledge in MS-Excel
· Trend analysis and reporting
· Ability to multi-task
· Adaptability

Key Responsibility Areas:

Support Delivery in meeting Soft Skills and call quality/compliance related deliverables
First point of contact for communication and soft skills escalation
To do the initial trainings and base lining for every new member of the team
Ensuring that every team member is ready for the process in terms communication & call handling skills
To provide continuous training, coaching and mentoring to all team members
To monitor calls/chats/emails regularly and provide feedback to all agents
Report generation and CSAT analysis
Monthly or Weekly Engagement reviews and close loop on action items
Service/Continual Improvement Plans - SIP/CIP's to be run within projects for Project improvement
Key Skill(s)
Role : Communications/Quality CoachExp: 5-7 yearsDescription:Graduate with minimum 4 years of experience in Call quality and at least 2 years experience in inbound technical support/Service Desk calling. Willing to work 24x7should have minumum 3 years calling experience in any inbound processCandidates with experience in ServiceDesk and access/request Managementwill be preferredShould have experience in Voice/chat/email support channelsCandidate should be able to coach the operations analysts on soft skills and basic VnA as wellPerform analysis of query/call listening results in line with customer objectives to develop business cases.Compile analysis results and create presentations. Skills required:· Extensive Quality experience – AuditsCoaching & training· Excellent Communication skills – Verbal & Non Verbal· Presentation Skillsalong with reporting knowledge in MS-Excel· Trend analysis and reporting· Ability to multi-task· AdaptabilityKey Responsibility Areas:Support Delivery in meeting Soft Skills and call quality/compliance related deliverablesFirst point of contact for communication and soft skills escalationTo do the initial trainings and base lining for every new member of the teamEnsuring that every team member is ready for the process in terms communication & call handling skillsTo provide continuous trainingcoaching and mentoring to all team membersTo monitor calls/chats/emails regularly and provide feedback to all agentsReport generation and CSAT analysisMonthly or Weekly Engagement reviews and close loop on action itemsService/Continual Improvement Plans - SIP/CIP's to be run within projects for Project improvement

About Company

At Arminus Software we not only provide recruitment consultants service to our client companies, but also give the candidates of the Indian job market a perfect platform to get their dream jobs. We will help you to get the best candidates, cultivate them and retain them. Our comprehensive recruitment services as HR consultant in India will surely provide you with profitable propositions for your workforce augmentation.
With our in depth knowledge in different domains and ourselves being a software development company, we are able to provide the best solutions as the recruitment consultants in India. To optimize our ability to provide the best solutions as a recruitment consultant of India, we have concentrated our service in the IT industry ONLY.
Our services are classified in different categories, which are described in the following paragraphs.
Permanent Staffing - As your recruitment consultants, we offer best HR solutions for you that will enable you to concentrate on your core business areas, without bothering about the complexities of the staffing procedure.
Temporary Staffing - We not only provide you with the right candidates but also provide you with the comprehensive temporary staffing solution. We provide advice and consultancy in planning your short term, specific project or seasonal staffing requirements. More.
Temporary to Permanent Staffing - Through this service, we provide effective recruitment service for the companies, who like to select the candidates on the basis of first hand experience of the potential employees as well as their efficiencies of the job. If found suitable they may be absorbed.
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