Voice & Accent (Call Quality) Lead / AM - Hyderabad

About CleanHarbors:

Clean Harbors Inc. (www.cleanharbors.com) is a NYSE listed US based $6 billion company. Clean Harbors was founded in 1980 near Boston by Mr. Alan S. McKim, who today remains the companys Chairman.

Everywhere industry meets environment, Clean Harbors is on-site, providing premier environmental, energy and industrial services. Clean Harbors employs a dedicated workforce of 18,000 employees and has over 450 service locations across the U.S., Canada and Mexico. Beyond addressing the environmental needs of its more than 300,000 customers, the Company has been on the front lines of addressing some of the largest emergency response events in North America of the past several decades including the BP Oil Spill in the Gulf of Mexico, the anthrax attacks in New York, the 2015 avian flu outbreak that devastated the poultry industry, Hurricanes Katrina, Rita and Sandy, and the oil pipeline breaks that affected the Yellowstone and Kalamazoo rivers, along with other major chemical releases into the environment.

Clean Harbors India has been strategically established as the Global Capability Center (GCC) to serve our parent company. We take pride in serving some of the most tech savvy business stakeholders at Clean Harbors. The GCC employees form part of our globally integrated teams that provide cutting-edge IT solutions and production support across platforms. Our shared services teams work seamlessly with their global counterparts in providing critical 24x7 support in various functions including Finance, HR, Procurement, IT and Operations. Our aggressive growth plans open significant career advancement opportunities for our employees.

Job Title: Call Quality Lead /Assistant Manager

Work location: Hyderabad

Shift timings: 5pm to 2am or 6pm to 3am (Cab facility provided pick and drop) Should be willing to work from office with global working windows.

Job Description:

TRAININGS:

• Design and develop engaging training programs and learning materials to enhance the knowledge, skills, and performance of callers.
• Prepare training schedules for training of new hires and existing members and ensure its adherence.
• Conduct training sessions for each category of Transportation & Logistics teams.
• Conduct training sessions on Voice & Accent.
• Review of effectiveness of training by conducting regular assessments and gauge performance of the trainees and provide feedback on their performance.
• Collaborate with operations managers and gain understanding of the training needs of team and leads.
• Train and conduct workshops on new processes or tools.
• Collaborate with Transportation and Logistic teams on the floor and gain understanding of their training needs.
• Prepare training schedules for other teams and facilitate training for all teams through Process trainers and SMEs.

QUALITY AUDITS:

• Conduct quality audits by randomly reviewing the Post Script notes, listening to calls of callers, audit of mails and other parameters as suggested by management.
• Publish quality audit metrics and their recommendations for improvement.
• Collaborate with leads, managers & directors and share their findings of audit and recommend for improvements.
• Review SOPs of the process and work with SMEs to get them updated on timely manner

Note: Interested profiles can send their updated Resumes to [email removed] along with the below information, suitable profiles will receive calls from our Recruitment Team.

1. Do you have experience as a Voice & Accent Trainer?

2. Do you have experience conducting Quality Audits/Call Audits?

3. Are you willing to work from the Hyderabad office?

4. Are you comfortable working in US shift timings (5 PM-2 AM / 6 PM-3 AM)?

5. Are you available to join within 30 days?

6. What is your current CTC?

7. What is your expected CTC?

8. What is your notice period?

Regards

Jagadeeswara Rao Kanjeevaram
Assistant Manager - Talent Acquisition

Contact: [phone removed]

Email: [email removed]
Web: www.cleanharbors.com