Walk In _ Voice Call Coach Trainer / SME

Position Title: Senior Customer Specialist- Voice Call Coach Trainer / SME

Working Hours:

We are looking for customer Coordination Specialist/ Voice SME with excellent English communication skills and experience in B2B as well as B2C Australian customer service domain. This role requires training the team on the communications kills and Australian voice accent, and auditing the call recordings and conducting trainings and creating personalized improvement plans to enhance communication and call handling capabilities of team.

Key Responsibilities:

1. Training and coaching:
Design and deliver communication improvement training programs for associates, focusing on customer service, and effective English communication. Develop training content aligned with Australian English standards. Providing personalized feedback and guidance to associates to enhance their skills and performance related to communications. This includes auditing call recordings, identifying strengths and weaknesses and share feedback to determine areas for improvement. Creating personalised tailored plans to address specific associate s needs. Evaluating different call scenarios and create customize scripts to support and built competence. 2. Call Audits: Evaluating call quality based on criteria such as communication skills, and customer satisfaction. Verifying that associate follows established processes and procedures on call.

Educational Qualification & Experience:

1. Bachelor sdegree in any discipline.
2. Minimum3 years of experience in call audit and training for international voice support,preferably in Australian voice process.

Mandatory Skills:

1. International Call centre operations (Australian English)
2. Training coaching 3. Quality assurance

Network at Risk, Field Tickets, Change Request creation

- Field work order creation and liaisioning with contractors

- Technical support tech for on-site works

- Perform pre & post modem checks

- Dropbox monitoring

- Review and validate completed works

- Validate works, payment claims validation

Proactive Maintenance:

- Monitor triggers (Service Escalation, Node Health, Critical/Major Severity, Daily Flipping list)

- Create/close emergency change request

- Perform pre & post modem checks, status checks and confirm resolution

- Perform modem swap back-end activities

- Validate works, Payment claims validation