Communication Trainer

• Graduate in any discipline
• Evaluate agents on communication effectiveness (Voice and Non-Voice) and implement corrective actions
• Evaluate Trainer/QA effectiveness and report to AM
• Evaluate effectiveness of T & D interventions
• Ensure that Process & VASS training is delivered effectively in the stipulated timelines
• Participate in calibration of Trainers, QAs and Voice Coaches within team and with TBU training team
• Support Front Line Recruitment Teams to assess the quality of new hires
• Analyze and report finding
• Prepare Communication TNA, publish and execute for 100% closure every month
• Meet the training requirements of the BU basis TNA
• Design & develop training processes (need identification to feedback and follow through) in consultation with the training teams
• Communicate with other Functions and Clients
• Provide quality floor support, feedback, refresher and corrective training
• Track and report improvement
• Develop & implement a training calendar based on a robust training need analysis

Desired Skills:

• Certified VnA resources with at least 9 months in the current role would be highly preferred.
• Excellent communication skills
• Fluent in English
• Communication in Global/neutral Accent
• Good Knowledge about computers
• Good people management skills
• Analytical Skills / Quantitative skills
• Data Handling / data interpretation
• Continuous Process Orientation
• Planning and Decision making
• Ability to prioritize
• Ability to meet deadlines
• Multi-tasking
• Detail oriented
• Strong organizational skills and Presentation skills
• Ability to work under pressure
• Time Management
• Interpersonal skills and Teamwork
• People Management skills
• Self-motivated
• Ability to drive initiatives to closure
• Ability to deal with all levels of employees with different accents and dialects