Voice and Accent Trainer

5 days ago

Pune Maharashtra, India Genesis HR Services Full time

Role
- Voice and Accent Trainer

Location
- Pune

Work from office

Rotational Shifts

Required skill set:
1. Bachelor's degree in any stream.

2. 4+ years of overall experience. Client-facing experience in Telecom, customer support, facilitation and coaching.

3. Fluency of language with prior engagement with Telecom Customers.

4. Excellent communication (verbal and written) in English

5. Ability to coach multiple agents and batches

6. Excellent interpersonal skills Strong work ethic and ability to work with mínimal supervision.

Roles & Responsibilities

Pre training - Conduct Training Needs Identification (TNI) and enable the necessary training intervention
Training Batch
- Communicate training progress daily/weekly to internal stakeholders. Keep batch engaged

Train both new hires and existing agent population on Communication and required soft skills
Post Training
- Accredit associates before moving a resource into production (new joiner & existing associate).

Implement learning solutions to improve service delivery and Customer experience in support of meeting/exceeding project SLAs

Work closely with support teams (Quality & Ops) to improve training processes and identify areas for improvement.

Reporting - Ensure all Training data like batch files, Batch Roster, Training & other schedules are maintained

Knowledge Management
- Stay up-to-date with product knowledge to make effective recommendations for improved performance as well as to identify product training needs for new product launches/changes

Create training materials and SOPs in collaboration with other support teams

Work with recruiting, Supplier Facility trainers and leaders to ensure effective testing, screening and onboarding practices are in place

**Job Types**: Full-time, Permanent

Pay: Up to ₹900,000.00 per year

**Benefits**:

- Commuter assistance
- Internet reimbursement
- Paid sick time
- Provident Fund

Schedule:

- Night shift
- Rotational shift
- US shift

Supplemental pay types:

- Performance bonus
- Shift allowance

**Education**:

- Bachelor's (required)

**Experience**:

- Training & development: 1 year (preferred)
- International Customer support: 4 years (required)

Work Location: In person

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