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Keywords / Skills : Voice Coach, Voice and Accent trainer , Soft Skills Trainer, Quality Analyst, Quality auditor, Quality Coach, Quality executive, communications trainer , Corporate Trainer, Soft Skill Trainer, Training, Trainers Voice Coach

2 - 7 years
Posted: 2018-12-06

Industry
ITES/BPO
Function
Customer Service/ Call Centre/ BPO
Role
Quality Assurance Executive
Voice & Accent Trainer
Process Trainer
Soft Skills Trainer
Education
Any graduate
Stream:
Any
Posted On
6th Dec 2018
Job Ref code
Chennai
Job Description
Job Description:-

Qualification : Any Degree with no standing backlogs
Designation: Communications / Voice & Accent Trainer/ CE Coach Eligibility 
Experience: 2 – 5 years as a Voice Coach

Skill Set Requirement:

• Customer Service Attitude.

• CE/Process/Compliance Knowledge & Orientation.

• Conflict resolution skills.

• Some basic understanding of CEC Audit & Coaching process.

• Technical knowledge of English communication - intonation, syllable, punctuation etc.

• Presentation, Feedback & Coaching skills.

• Analytical bend of mind and take part in the initiatives driven by business.

• Receptiveness to change.

• Interest in Role / Motivation factors. Buddy Person for New Joiners.

Principal Duties and Responsibilities:

• Monitor calls on Communication, Soft Skills, Process & Compliance Parameters.

• Provide Coaching & Feedback to enhance agent performance.

• Analyze Audit data, Compliance, Communication & Process related data. Prepare & Implement action plans.

• Analyze the Coaching / Training needs of the agents & support them in delivery.

• Participate in calibrations to ensure consistent scoring & feedback delivery approach.

• Keep the reps updated on new process changes/updates, improvement initiatives.

• Conduct Compliance, Communication & Process Awareness sessions for new hires.

• Support floor Training Initiatives: Resolution & Communication /Vitality Trainings/RVP etc.

• Handle PnP Escalations. Conduct weekly review with Management and understand RAG analysis

• Develop Action plans and report out the improvement process in business reviews.

• Plan & run campaigns to drive Awareness/Improvements on Compliance, Communication & Process



About Company

Prime Consulting Services
About Recruiter
Mahesh Srinivasan
Hr Executive
Prime Consulting Services
...
Skills I hire for ALL
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