Voice & Accent Trainer

• Auditing calls and sharing feedback to improve customer experience.
• Provide Coaching & Feedback to improve agent performance
• Attending reviews to share weekly results and achievements.
• Understanding the training needs and coming up with appropriate action plans.
• Share daily, weekly and monthly reports with the stakeholders.
• Identify areas of opportunity and develop action plans.
• Perform additional duties as required and or requested.

Desired Candidate Profile

• In depth understanding of softer aspects of call handling
• Ability to train and up-skill resources on delivering brilliant customer experience
• Presentation skills
• Good communication
• Customer Service Attitude
• Conflict resolution skills
• Basic understanding of Audit & Coaching process
• Feedback & Coaching skills
• Analytical bent of mind
• Good Knowledge of MS Office
• Interest in Role / Motivation factors

Role: Operations - Other

Industry Type: BPM / BPO

Department: Customer Success, Service & Operations

Employment Type: Full Time, Permanent

Role Category: Operations

Education

UG: Any Graduate

PG: Any Postgraduate