Voice and Accent Trainer

2 days ago

Hyderabad, India [24]7.ai Full time

Who are we?

Founded in 2000, (24)7.ai is a global leader in intent-driven Customer Engagement solutions. We are redefining the way companies interact with consumers. We combine Artificial Intelligence with Human Intelligence to substantially improve customer experience. Our clients include more than 250 of the world’s largest and most recognizable brands across 12 industries. We hold more than 150 patents and patent applications, including several specifically related to Artificial Intelligence and customer experience.

(24)7.ai Outsourcing: We are redefining the way companies interact with consumers with our constant connectivity. We help businesses attract and retain customers, and make it possible to create a personalized, predictive and effortless customer experience via various channels – Chat, Messaging and Voice.

(24)7.ai Technology: (24)7.ai is a leader in the conventional AI Market, with over 250+ Fortune 500/1000 customers. We continue to transform our business to drive greater value to our Team, shareholders, customers through new product development & market growth. We are a profitable pre-IPO company that processes and analyses over one billion customer interaction events per year. Simply stated we are using predictive analytics and Big Data to improve customer service and increased sales or our Customers. We work with large enterprises to increase conversions reduce the cost of service and sales, and dramatically improve the customer service and Sales expressions they provide.


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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