Job Description

Role Pre-Process Trainer / Voice Coach

What were looking for

Good knowledge and hands-on experience in Language Training and Coaching
Strong verbal and written communication skills, with ability to confidently speak with clients directly
Customer-oriented, and capable of providing high levels of client satisfaction
Able to facilitate soft skills & language knowledge to new hires and has basic awareness of adult learning principles
Able to manage groups
Ability to give feedback and coach
Passionate about training
Self-motivated, enthusiastic, and able to handle multiple support cases

Technical Requirements

Good communication skills
Have technical knowledge of English communication - intonation, syllable, punctuation, parts of speech etc
Willing to work in rotational night shifts (5 days working)
Should have experience of working as a voice coach for an international voice process
Good knowledge on customer service and call handling skills
Willing to work with operations to understand the coaching opportunities
Needs to possess presentation, feedback & coaching skills to conduct new hire training
Monitor calls and do SBS to improve Communication & Soft Skills of the technicians
Provide Coaching & Feedback to enhance agent performance on C-Sat
Prepare and 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

Responsibilities:

Deliver new hire training on technical knowledge
Manage the minimum guaranteed performance level to deliver proficient techs to the operations floor
Liaison with ER, Ops and Quality teams for engagement, language checks and other support
Handling and delivering the agreed communication during the OJT
Creation and publication of training and mentoring reports up to 30 days in production
Understand the language/terms/jargon in his/her area of expertise
Act as the go to person within a department or function for questions and problems within his/her area of expertise
Engaging with Ops and Quality to understand process updates and challenges to deliver the most updated agenda during the training
Provide feedback and coach low or non-performing agents
Training content creation
Conduct refresher

Voice Coach