VNA Trainer/International BPO

VNA (Voice & Accent) Trainers

Role and Key Responsibilities

• Recruitment Alignment:

  Partner with Front Line Recruitment Teams to assess the quality of new hires, ensuring they align with operational standards.

• Quality Assurance:

  Conduct thorough audits of calls, emails, and chats to ensure strict adherence to quality standards and operational guidelines.

• Refresher Training:

  Design and deliver impactful refresher training programs in English, tailored to address specific needs and operational requirements.

• Curriculum Innovation:

  Innovate training materials by integrating insights from floor requirements and best practices directly into the training curriculum.

• Best Practice Implementation:

  Proactively implement industry best practices and contribute to value addition across multiple locations.

• Professional Development:

  Attend and successfully complete the mandatory Train-The-Trainer (TTT) program.

• Customer Interaction:

  Interact with customers as needed to gather feedback and address any training-related queries.

• Training Needs Analysis (TNA):

  Conduct comprehensive TNA and provide actionable feedback to stakeholders to drive continuous improvement initiatives.

• New Hire Mentorship:

  Provide constructive feedback to new hires on soft skills, basic grammar, and voice modulation. Mentor and support new trainers to enhance their effectiveness and seamless integration into the training team.

• Calibration & Consistency:

  Participate in the calibration process for trainers, Quality Analysts, and other Voice Coaches, both within the team and with the TTBU (Training & Talent Building Unit) training team.

• Performance Reporting:

  Analyze and report on training batch performance, identifying areas for improvement and implementing corrective actions.

• Monthly Training Cycles:

  Conduct refresher training based on TNA, ensuring all sessions are executed and closed effectively each month.

• Training Process Management:

  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.

Key Skills & Knowledge

• Communication:

  Exceptional verbal and written communication skills in English are a must.

• Facilitation:

  Strong facilitation and presentation skills, with a proven ability to engage and motivate participants.

• Data Proficiency:

  Proficient in data handling, interpretation, and management.

• Technical Tools:

  Advanced knowledge of MS Office (Excel, PowerPoint) and other relevant computer applications.

• Interpersonal Skills:

  Excellent people management and interpersonal skills, with a demonstrated ability to build and maintain effective relationships.

• Organization:

  Strong organizational and time management skills, with the ability to handle multiple tasks and priorities effectively.

Interested