Trainer and Team Coach

Job Title: Trainer and Team Coach

Work Experience - 2-3 years as QA and 1 year as trainer.

Duties / Responsibilities

• Recruitment and hiring: to interview candidates on communication skills and voice quality
• Creating modules for training purposes and delivering class room training
• Re-audits transactions and provide feedback to the respective QAs; place a corrective plan to prevent repeat errors
• Customer handling assessments taken for new hires post during new hire training
• Managing new hires whilst on the production floor, delivering training modules on process and customer handling skills
• Managing the bottom quartile by taking them through training refreshers and constant coaching feedback on customer experience
• Training Need Analysis (TNA) of staff at regular interval
• Working with the QAs on the shop floor to enhance their communication and product skills to provide better results from auditing transactions
• Qualification
• : Under Graduate/Graduate / Diploma in any discipline with 2 years call centre experience and 1 year as a QA Trainer

Skill sets
Required Skills:

• Excellent communication (both verbal and written), English and grammar skills
• Strong feedback and Coaching Skills
• Ability to persuasively communicate to win support and buy-in from team and various other departments
• Presentation skills; ability to communicate seamlessly
• Excellent comprehension of English & Hindi Language
• Strong Customer focus
• People management skills: to handle behaviours during training

Desired Skills:

• Leadership Skills
• To communicate in at least one regional languages

Other Competencies

• Keenness to learn
• Demonstrates a high level of patience
• Confident Speaker
• Analytical Skills; ability to analyse problems and offer solutions
• Exhibits integrity in all given circumstances
• Shows high level of commitment
• Enthusiastic and positive approach

Job Type: Full-time

Pay: ₹450,000.00 - ₹500,000.00 per year

Benefits:

• Provident Fund

Work Location: In person