Voice and Accent Trainer

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