CE Coach_V&A Trainer

Job Description

IGT Solutions Pvt Ltd is a leading IT & BPM services provider committed to deliver innovation and business excellence across the entire spectrum of Travel, Transportation and Hospitality domain. The company offers integrated IT-BPM services comprising of Application Development and Maintenance, Mobility, Testing, Analytics, Contact Center Services, Back Office Services and Consulting Services to the Travel industry worldwide. IGT boasts of a talent pool of over 10,000+ travel industry experts with its 15 state-of-the-art delivery centres and worldwide operational presence. IGT, through its innovative solutions and services, offers a unique value proposition in terms of quality, flexibility and cost savings to a large number of airlines, travel management companies, OTAs, travel technology companies, airports, railways, cruise liners and hotels. IGT Solutions provides equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these groups. Please find below the job description for the above mentioned role : Job Title : Customer Experience Coach (Voice & Accent Trainer) Location - Gurgaon Company Overview : IGT Solutions is a global leader in providing end-to-end outsourcing solutions for the travel, transportation, and hospitality industries. We specialize in delivering world-class customer service and operational excellence. With a presence across multiple countries, we are committed to enhancing the customer experience through cutting-edge technology, highly skilled professionals, and data-driven insights. At IGT, we prioritize innovation, collaboration, and continuous growth, ensuring that our clients receive top-notch services that drive business success. Job Responsibilities : Provide feedback and coaching on presentation skills to enhance overall performance. Serve as the liaison between quality and operations from a training and development perspective. Demonstrate a strong aptitude for delivering exceptional customer experience. Utilize strong analytical skills and attention to detail to monitor performance metrics. Familiarity with call monitoring, TNI (Training Needs Identification), and implementation of improvements. Work closely with new hires to enhance their communication skills and ensure consistent performance. Lead refresher training sessions based on TNI findings and conduct calibration sessions. Develop and execute strategies to improve CSAT metrics through engaging contests and refresher initiatives. Regularly monitor calls and agent performance to ensure quality standards are met. Conduct assessments to identify areas of improvement and implement action plans accordingly. Perform training needs analysis, prepare action plans, and report on progress and improvements. Requirements : Bachelor's Degree (Any Field). Excellent verbal and written communication skills. Ability to work in a 24/7 environment (6-day work week).