Voice and Accent Trainer

1 week ago

Mumbai, India Tikmi Technologies Full time

**We are hiring SENIOR TRAINER( V&A) FOR INTERNATIONAL BPO**

**LOCATION - Mumbai**

**Role and Responsibilities**
- Possess thorough knowledge of the Domain
- Design Training curriculum
- Develop Training material in the form of manuals and modules
- **Conduct detailed Voice & Accent training while keeping trainees alert and motivated**
- Conduct detailed Process training while keeping trainees alert and motivated
- Deliver training sessions in adherence with process manuals and rigid training schedules
- Provide weekly training updates and reports to the management as well as Business Units
- Update process manuals
- Develop action plans for the bottom quartile
- Conduct gap analysis to better the current new hire training program
- Conduct side-by-side coaching/floor walk when not on training assignments and thus contribute to operational goals
- Participate in Calibration sessions with Client / Internal QA / Ops team and conduct sessions to provide feedback to the associates
- Conduct internal Quality check for new hires during OJT as per the requirement
- Conduct New Hire training and Process training as per the training schedule with a minimum average score of 95% for all the evaluations during Classroom training & average score of 98% during OJT
- Conduct Refresher training as per TNA (Training Need Analysis) within assigned processes
- Take initiatives for improving Operations performance
- Review & recommend improvement of training content on a quarterly basis

**team related**:
Co-ordinate closely with Operation team’s counter parts and work collaboratively to achieve goals

**KEY RESULT AREAS**:

- Conduct New Hire Voice and Accent training and Process training as per the training schedule with a minimum average score of 95% for all the evaluations during Classroom training & average score of 98% during OJT
- Achieve Training Efficiency rate of minimum 90%
- Conduct Refresher training as per TNA (Training Need Analysis) on Soft skills within assigned processes
- Take initiatives for improving Operations performance
- Completion of Projects within the allotted deadlines

**Requirements**:

- Excellent verbal and written communication skills
- Excellent presentation/facilitation skills
- Detail orientation, abundant patience
- Good Leadership and people management skills required
- Strong computer skills, knowledge of MS Office with an emphasis on PowerPoint and Excel

**EXPERIENCE - Minimum 2 years of work experience as a Trainer including 1 year in a Call Center or BPO**

**SHIFT - **Night shift (must be flexible with any shift based on business requirement)

**QUALIFICATIONS - **Graduates

Schedule:

- Rotational shift

Ability to commute/relocate:

- Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (required)

**Education**:

- Bachelor's (required)

**Experience**:

- Training & development: 2 years (required)
- total work: 1 year (preferred)

**Language**:

- English (preferred)

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