Call Quality Analyst & Accent Trainer

As a Call Quality Analyst & Accent Trainer, you will be responsible for ensuring excellence in customer service and operational efficiency within the organization. Your main tasks will include monitoring, evaluating, and providing feedback on customer interactions, particularly phone calls, to maintain high-quality standards and procedures. Additionally, you will assess and enhance employees" communication and accent skills to contribute to superior customer experiences and business success. Your key responsibilities will involve monitoring recorded or live customer interactions, focusing on phone calls, to assess service quality and compliance with established protocols. You will conduct detailed assessments of employees" accent and communication skills, identifying areas for improvement. Evaluating employee performance in critical areas like communication proficiency, product knowledge, script adherence, policy compliance, and issue resolution will be crucial. Utilizing quality monitoring tools and metrics for objective performance assessments and leading coaching sessions to address performance gaps will also be part of your role. Providing constructive feedback to employees, delivering training sessions on enhancing pronunciation, intonation, rhythm, and preparing comprehensive reports detailing quality assessment findings will be essential tasks. Furthermore, you will analyze data to identify patterns, root causes of quality issues, and areas for process optimization. Collaborating in the design and refinement of quality evaluation criteria to ensure alignment with business objectives and customer expectations is expected. Staying informed of industry best practices and emerging trends in quality assurance methodologies to continuously improve evaluation processes will also be necessary. The required skills for this role include a Bachelor's degree in Business Administration, Communications, or a related field (preferred), experience with accent reduction tools/software and online training platforms, proven experience in accent training, speech therapy, language instruction, or a related role, experience working with companies in Australia, the U.S., or the U.K., strong analytical skills, proficiency in data analysis tools and methodologies, ability to provide constructive feedback and coach individuals effectively, capability to work independently and collaboratively in a dynamic environment, commitment to maintaining confidentiality and ethical standards, flexibility to adapt to evolving priorities and business requirements, and certification in quality assurance or a related field is a plus. This position requires working 6 days per week, and the shift timings and salary will be discussed accordingly.,