Urgent Requirement of Voice

**Job Title**: Process cum Voice and Accent Trainer

**Company Name**: iMerit

**Company Overview**: We are a prominent technology company specializing in data annotation and enrichment services for AI and machine learning. Their comprehensive suite of solutions includes Ango Hub, a cutting-edge data annotation platform. iMerit is globally recognized for providing high-quality, human-powered data labeling services, fostering improved AI algorithm training across diverse industries like autonomous vehicles, healthcare, and e-commerce. With a strong emphasis on data security, quality, and scalability, iMerit serves as a trusted partner for organizations seeking to leverage AI effectively through reliable and innovative data solutions.

**Location**: Shillong/Vizag/Kolkata (1 each at two of the three locations)

**Job Type**: Full-time

As a Process cum Voice and Accent Trainer, you will play a pivotal role in training our outbound calling team for the US benefit verification process. You will be responsible for enhancing the communication skills, process knowledge, and voice and accent capabilities of our callers and call reviewers. Your efforts will directly impact the effectiveness and success of our esteemed client’s healthcare benefit verification chatbot.

**Key Responsibilities**:

- **Training Program Development**: Develop and implement comprehensive training programs including graded assessments for both new and existing callers and call reviewers. These programs should cover voice and accent training, process knowledge, and effective communication skills.
- **Voice and Accent Training**: Conduct voice and accent training sessions to ensure that team members can effectively communicate with US Payors and PBMs. Provide feedback and guidance for improving pronunciation, tone, and clarity.
- **Process Knowledge**: Educate team members about the US benefit verification process, including understanding insurance terminologies, eligibility criteria, and industry-specific requirements.
- **Communication Skills**: Enhance the team's communication skills, including active listening, empathy, and effective call handling techniques. Train them to adapt to diverse situations during calls.
- **Assessment and Feedback**: Regularly assess the performance of callers and call reviewers through call monitoring and evaluation. Provide constructive feedback and create action plans for improvement.
- **Documentation**: Maintain detailed records of training sessions, progress reports, and areas of improvement for each team member. Provide regular reports to the management.
- **Stay Updated**: Stay up-to-date with industry trends, regulatory changes, and updates in the US healthcare system to ensure training materials remain current.
- **Continuous Improvement**: Identify opportunities to enhance training methodologies and materials. Make recommendations to streamline the training process and improve the effectiveness of the team.

**Qualifications**:

- Bachelor’s degree in a relevant field.
- Minimum of 2 years of experience in voice and accent training, process training, or similar roles, preferably in the healthcare or BPO industry supporting teams working on International outbound calling processes.
- Proficiency in US English pronunciation and accent, with the ability to teach and assess it effectively.
- Strong understanding of US healthcare benefit verification processes and industry-specific terminology.
- Excellent interpersonal and communication skills.
- Proven ability to motivate and inspire team members.
- Knowledge of training software and tools is a plus.
- Certification in training or related fields is desirable.

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

**Salary**: ₹400,000.00 - ₹600,000.00 per year

**Benefits**:

- Health insurance
- Leave encashment
- Paid sick time
- Paid time off
- Provident Fund

Schedule:

- Night shift

Supplemental pay types:

- Shift allowance

Ability to commute/relocate:

- Kolkata, West Bengal: Reliably commute or planning to relocate before starting work (required)

**Education**:

- Bachelor's (preferred)

**Experience**:

- Training & development: 4 years (preferred)