Voice and Accent Trainer - Quezon City

Job Description & Qualifications:

• Must be amenable to work 100% onsite at our WNS Bridgetowne Site
• Must be amenable to work on a shifting schedule
• Should be sound and highly proficient in English
• Should have prior experience in Communication Cultural Soft Skills V&A Training both in terms of facilitation and having led a team for the said function
• Should understand core concepts of the CCT function and provide timely innovative solutions
• Drive and improve Spoken and Written English Communication voice Chat Email and Floor Support for on time and quality delivery
• Conduct TNI and TNA to program the modules as per the process needs
• New Hire Training on Spoken and Written Communication Customer Service and Cultural Alignment for Pre Process batches Conduct TNA through NPS CSAT
• Quality analysis conduct TNI through floor interventions
• NPS management through Agent Skill Mapping and development
• Frontend skill management initiatives including coaching and training
• SLA Management for all Floor Training Initiatives on Time Reporting of NPS
• Prepare site related management reports WBR MBR etc
• Ensure optimum utilization of training resources within the site
• Liaise with Operation to ensure there is adequate and effective training support provided
• Provide real time support to teams working on projects
• Leadership & Organizational skills to prioritise projects and provide improvement feedback
• Strong Project Management capabilities
• Excellent communication marketing relationship & motivational skills
• Should be knowledgeable on the businesses processes
• Maintain vertical hygiene by ensuring reports data and documents are in place
• Promote standardization by creating SOPs across CIS training Standardization
• Promote behavioral training programs and promote the programs in order to ensure maximum participation
• Should have worked on various training methodologies and have knowledge on Instructional designing

Qualifications:

• At least 3-5 years' handling Voice and Accent (Soft Skills) Training in a BPO environment
• Handling VnA Training in a Travel account is a plus
• At least two years completed in college or equivalent