Voice & Accent Coach – International Voice Process

2 months ago


pune, India Allianz Services Full time
Designation : Voice & Accent Coach ( International Voice Process )
Job Location : Allianz Service , Pune
Experience : 4 to 8 years
Desired Candidate profile:
Good communication skills with neutral accent
Excellent verbal and written skills in English Language
Familiarity with various accents of English
Knowledge of phonetics, speech sounds, grammar concepts and usage
Language accuracy and exceptional listening skills: Eye for detail
Good grasp of customer experience skills and an understanding of Adult learning
Strong analytical skills and proficiency with Microsoft Excel
Excellent presentation skills
The passion to coach and assist agents and an understanding of Adult learning
Experience in training and understanding of coaching strategies
Roles and Responsibilities:
Roles and Responsibilities:
Audit calls and coach the agents on customer centricity, grammatical accuracy and enunciation
Actively contribute to the learning curve of the agents by giving continuous feedback
Compile daily, weekly, and monthly reports of the audits and send them to the operational management
Take ownership and assess the communication factors that contribute to Customer satisfaction score
Identify and come up with a coaching plan for individuals aligned to the business needs
Ability to identify training needs and liaise with the training teams (internal and external) to develop customised training programs
Conduct floor refreshers
Responsible to escalate and flag poor performance and attitude towards customers
Disclaimer : At Allianz, we believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We, the Allianz Services India family, welcome all applications from all regardless of gender identity and/or expression, sexual orientation, race or ethnicity, age, nationality, religion, disability, or philosophy of life

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