IBM IT Walkin

Voice & Accent Trainers - GSDC

Job Description

Conduct Voice and Accent, Customer Service and Culture trainings. Participate in the Train the Trainer program during transition to the role. Work closely with the trainers from the Account team to develop the training plan for the CSRs. Develop evaluations and quizzes for measuring effectiveness of knowledge transfer. Achieve the certifications required to train the team of CSR and constantly upskill to be able to meet the changing business needs. Participate in creation, review and update of communication and culture training material. Ensure timely reporting of training outcome and issues to the process owner and training leads. Ensure delivery of training received to the CSRs. Monitor and ensure that the trainings imparted are successful and that the CSRs are evaluated. Conduct refresher session for agents on key customer service/accent/grammar/culture issues identified during operations. Work closely with the First Line Managers to drive performance and resolution of customer problems. Understand CSAT and Quality Evaluation data and develop training plans for individuals to address communication specific training. Conduct QTMs on an exception basis for CSR facing recurring customer escalations. Conduct floor walk, listen to calls and provide feedback to agents.

Desired Profile

## Desired Candidate Experience

# Open for Band 4 and 5 with PBC 1 & 2+ only.

## Required Skills - Technical and Non Technical

# High energy levels

# Customer service orientation

# Excellent Feedback Skills

# Structured thought process

# Excellent Communication

Required

* Bachelor’s Degree in Other

* Excellent communications skills : Applied

* Facilitation skills : Applied

* Familiarity with MS Office : Applied

* Exceptional interpersonal skills : Applied

* Teaming skills,Familiarity with Phonetics and Grammar : Mastered

* English: Fluent

Experience   3 - 5 Years

Industry Type   IT-Software/ Software Services

Functional Area    ITES/BPO/KPO, Customer Service, Ops.

Education   UG - Any Graduate - Any Specialization

PG - Any PG Course - Any Specialization

Location   Bengaluru/Bangalore, Hyderabad / Secunderabad

Keywords   Trainers

If you meet the above mentioned criteria, apply online

click here

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