VNA Trainer/International BPO

3 weeks ago

Gurugram Vadodara Visakhapatnam, India Hiresquad Full time
Job Description

Hiresquad Resources is looking for dynamic VNA (Voice & Accent) Trainers, also known as Soft Skills or Communication Trainers, for a leading International BPO in Pune and Vadodara. If you have exceptional communication skills, a passion for developing talent, and are ready to drive quality in an international voice environment, we invite you to join a team focused on continuous improvement.

Role and Key Responsibilities

- Recruitment Alignment: Partner with Front Line Recruitment Teams to assess the quality of new hires, ensuring they align with operational standards.
- Quality Assurance: Conduct thorough audits of calls, emails, and chats to ensure strict adherence to quality standards and operational guidelines.
- Refresher Training: Design and deliver impactful refresher training programs in English, tailored to address specific needs and operational requirements.
- Curriculum Innovation: Innovate training materials by integrating insights from floor requirements and best practices directly into the training curriculum.
- Best Practice Implementation: Proactively implement industry best practices and contribute to value addition across multiple locations.
- Professional Development: Attend and successfully complete the mandatory Train-The-Trainer (TTT) program.
- Customer Interaction: Interact with customers as needed to gather feedback and address any training-related queries.
- Training Needs Analysis (TNA): Conduct comprehensive TNA and provide actionable feedback to stakeholders to drive continuous improvement initiatives.
- New Hire Mentorship: Provide constructive feedback to new hires on soft skills, basic grammar, and voice modulation. Mentor and support new trainers to enhance their effectiveness and seamless integration into the training team.
- Calibration & Consistency: Participate in the calibration process for trainers, Quality Analysts, and other Voice Coaches, both within the team and with the TTBU (Training & Talent Building Unit) training team.
- Performance Reporting: Analyze and report on training batch performance, identifying areas for improvement and implementing corrective actions.
- Monthly Training Cycles: Conduct refresher training based on TNA, ensuring all sessions are executed and closed effectively each month.
- Training Process Management: Meet the training needs of the Business Unit based on TNA and collaborate with training teams to design and develop training processes from need identification to feedback and follow-through.

Key Skills & Knowledge

- Communication: Exceptional verbal and written communication skills in English are a must.
- Facilitation: Strong facilitation and presentation skills, with a proven ability to engage and motivate participants.
- Data Proficiency: Proficient in data handling, interpretation, and management.
- Technical Tools: Advanced knowledge of MS Office (Excel, PowerPoint) and other relevant computer applications.
- Interpersonal Skills: Excellent people management and interpersonal skills, with a demonstrated ability to build and maintain effective relationships.
- Organization: Strong organizational and time management skills, with the ability to handle multiple tasks and priorities effectively.

Interested Please call Rose at 9873538143 (or WhatsApp at 8595800635) or email your resume to [Confidential Information].

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