Verified Job
Customer Support / TeleCaller
VNA Trainer//Communication Trainer//International
Customer Support / TeleCaller
#565002
Remote / WFH
Job Description
Job Title: Voice of the Customer (VOC) Trainer/Soft Skills Trainer/Communication Trainer
• About the Role:
We are seeking a highly skilled and experienced Voice of the Customer (VOC) Trainer, Soft Skills Trainer, or Communication Trainer to join our team in Gurgaon. As a VNA Trainer, you will play a critical role in ensuring that our customer-facing teams possess the necessary skills to deliver exceptional customer experiences.
• Key Responsibilities:
• Partner with Front Line Recruitment Teams to evaluate the quality of new hires and ensure alignment with operational standards.
• Conduct comprehensive audits of calls, emails, and chats to ensure adherence to quality standards and operational guidelines.
• Design and deliver refresher training programs in English, tailored to meet specific needs and operational requirements.
• Innovate training materials by integrating floor requirements and best practices into the training curriculum.
• Maintain accurate data and MIS as per training BPMS requirements and provide insightful reports on training progress and outcomes.
• Foster intra- and inter-function collaboration to support seamless training and operational processes.
• Proactively implement best practices and contribute to value addition across multiple locations.
• Attend and successfully complete the mandatory Train-The-Trainer (TTT) program.
• Interact with customers as required to gather feedback and address training-related queries.
• Conduct training needs analysis (TNA) and provide actionable feedback to stakeholders to drive continuous improvement.
• Achieve monthly conversion and effectiveness targets, ensuring measurable improvements in training outcomes.
• Provide constructive feedback to new hires on soft skills, basic grammar, and voice modulation.
• Mentor and support new trainers to enhance their effectiveness and integration into the training team.
• Participate in the calibration process for trainers, QAs, and other Voice Coaches, both within the team and with the TTBU training team.
• Analyze and report training batch performance, identifying areas for improvement and implementing corrective actions.
• Conduct refresher training based on TNA, ensuring all sessions are executed and closed effectively each month.
• Meet the training needs of the Business Unit based on TNA and collaborate with training teams to design and develop training processes from need identification to feedback and follow-through.
• Monitor and report improvements, ensuring training initiatives drive positive changes and meet established goals.
• Requirements:
• Exceptional verbal and written communication skills in English.
• Strong facilitation and presentation skills with a proven ability to engage and motivate participants.
• Proficient in data handling, interpretation, and management.
• Advanced knowledge of MS Office (Excel, PowerPoint) and other relevant computer applications.
• Excellent people management and interpersonal skills, with a demonstrated ability to build and maintain effective relationships.
• Strong organizational and time management skills, with the ability to handle multiple tasks and priorities effectively.
• What We Offer:
As a Voice of the Customer (VOC) Trainer, Soft Skills Trainer, or Communication Trainer with us, you will have the opportunity to work with a talented team of professionals who share your passion for delivering exceptional customer experiences. You will be part of a dynamic organization that values innovation, teamwork, and continuous learning.
• About the Role:
We are seeking a highly skilled and experienced Voice of the Customer (VOC) Trainer, Soft Skills Trainer, or Communication Trainer to join our team in Gurgaon. As a VNA Trainer, you will play a critical role in ensuring that our customer-facing teams possess the necessary skills to deliver exceptional customer experiences.
• Key Responsibilities:
• Partner with Front Line Recruitment Teams to evaluate the quality of new hires and ensure alignment with operational standards.
• Conduct comprehensive audits of calls, emails, and chats to ensure adherence to quality standards and operational guidelines.
• Design and deliver refresher training programs in English, tailored to meet specific needs and operational requirements.
• Innovate training materials by integrating floor requirements and best practices into the training curriculum.
• Maintain accurate data and MIS as per training BPMS requirements and provide insightful reports on training progress and outcomes.
• Foster intra- and inter-function collaboration to support seamless training and operational processes.
• Proactively implement best practices and contribute to value addition across multiple locations.
• Attend and successfully complete the mandatory Train-The-Trainer (TTT) program.
• Interact with customers as required to gather feedback and address training-related queries.
• Conduct training needs analysis (TNA) and provide actionable feedback to stakeholders to drive continuous improvement.
• Achieve monthly conversion and effectiveness targets, ensuring measurable improvements in training outcomes.
• Provide constructive feedback to new hires on soft skills, basic grammar, and voice modulation.
• Mentor and support new trainers to enhance their effectiveness and integration into the training team.
• Participate in the calibration process for trainers, QAs, and other Voice Coaches, both within the team and with the TTBU training team.
• Analyze and report training batch performance, identifying areas for improvement and implementing corrective actions.
• Conduct refresher training based on TNA, ensuring all sessions are executed and closed effectively each month.
• Meet the training needs of the Business Unit based on TNA and collaborate with training teams to design and develop training processes from need identification to feedback and follow-through.
• Monitor and report improvements, ensuring training initiatives drive positive changes and meet established goals.
• Requirements:
• Exceptional verbal and written communication skills in English.
• Strong facilitation and presentation skills with a proven ability to engage and motivate participants.
• Proficient in data handling, interpretation, and management.
• Advanced knowledge of MS Office (Excel, PowerPoint) and other relevant computer applications.
• Excellent people management and interpersonal skills, with a demonstrated ability to build and maintain effective relationships.
• Strong organizational and time management skills, with the ability to handle multiple tasks and priorities effectively.
• What We Offer:
As a Voice of the Customer (VOC) Trainer, Soft Skills Trainer, or Communication Trainer with us, you will have the opportunity to work with a talented team of professionals who share your passion for delivering exceptional customer experiences. You will be part of a dynamic organization that values innovation, teamwork, and continuous learning.
