Voice and Accent Trainer

2 weeks ago

delhi, India [24]7.ai Full time
Statement of purpose
To coach floor agents on language, soft skills and accent equipping them to handle customer interactions and facilitating ongoing development by providing constructive feedback, addressing specific challenges and adapting coaching strategies to meet the evolving needs of the program - BFSI
Summary of essential job functions
Effective Communication coaching on clear and concise communication skills ensuring the agents in BFSI can articulate information accurately and professionally especially in ‘Service No’ call intents
Improving CS skills including and not limited to; Empathy, active listening and problem solving to create a positive customer experience during every interaction
Ensure communication practices align with regulatory requirements and internal policies, reducing the risk of compliance issues and maintaining a high standard of ethical communication
Coach agent level candidates on language, soft skills and accent neutralization
Plan, prepare and deliver high impact coaching / refresher sessions to improve business metric – NPS/FCR/CSAT
Help trainees develop listening, speaking, reading accurately and writing skills via individual and group sessions
Conduct Training Need Analysis to understand performance gaps
Organize and conduct refresher courses as per the Training Need Analysis
Work closely with the Product Trainers to devise actions on NewHire readiness and Performance improvement programs
Monitor and present trainee performance post refreshers/coaching activities & remediation plans
Minimum requirements (Education Qualification & Work Experience)
Bachelor’s degree
Exposure to US Culture & Credit System (BFSI) Experience
TEFL/TESL certification or equivalent (Desired)
Instructional Design Experience/Certification (Desired)
Competency Requirements: (Technical & Behavioral)
Must be adept in MS Office
Facilitation Skills
Excellent diction, spoken and written language skills, with English
Patience
Critical-thinking and problem-solving
Lateral thinking
Confidence
Time-management & multi-tasking skills
Job Responsibilities
Collaborate with key stakeholders to understand the training outcomes & align content, delivery, and assessments
Implement apt instructional and learning strategies, activities, materials, and equipment to ensure students learn and comprehend quickly and are equipped with the skill sets required
Handle language assessment to ensure the quality of agents being hired
Design, write and utilize lesson plans conforming to approved curriculum
Use a modern and dynamic coaching approach which allows agents to communicate easily using English language
Assessing and recording agents progress by setting and marking coursework and examinations
Researching and devising entertaining, engaging, interesting, creative, productive lessons for students
Ensure documented plans are available for review and redesign
Ensure lesson plans are modified depending on different student learning styles.
Conduct refresher / reset skill training as required
Design and develop instructional modules/activities using data from student learning style assessments
Develop monitoring systems to ensure that all agents are performing job responsibilities according to training
Maintain and publish training reports to relevant stakeholders with impact to Program Metric
Performance Measures (Metrics for evaluating Job Holders)
Floor Performance – with no communication call outs

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