To drive V and A and floor support training teams for on time and quality delivery
To impart training on soft skill voice and accent communication skills to the new hire and enable them to perform their job effectively and efficiently
Drive and improve Spoken and Written English Communication voice Chat Email and Floor Support for on time and quality delivery
Conduct TNI and TNA to program the modules as per the process needs
New Hire Training on Spoken and Written Communication
Customer Service and Cultural Alignment for Pre Process batches
Conduct TNA through NPS CSAT Quality analysis
conduct TNI through floor interventions NPS management through Agent Skill Mapping and development
Frontend skill management initiatives including coaching and training SLA Management for all Floor Training Initiatives
on Time Reporting of NPS
Management Drives
prepare site related management reports WBR MBR etc
Ensure optimum utilization of training resources within the site
Liaise with Operation to ensure there is adequate and effective training support provided
Analyses, identify internal external customer requirements through data analysis, and use training as a tool to resolve issues
Report accurate statistics
Consistently achieve or exceed quality training and targets Conform to company and client security requirements
Qualifications
Graduate
Additional Information
US Night Shift