Voice & Accent Trainer
- Cognizant
- 3 - 8 years
- Hyderabad
- 10 days ago
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Job Description
Role Description
The Voice and Accent Trainer will be responsible for training New hire and tenured employees on improving their overall communication skills. The trainer will work on improving their sentence formation, pronunciation, rate of speech and intonation to help them communicate effectively in a neutral accent.
A person in this capacity is expected to take complete ownership of NHT batches, including batch governance and reporting while looking at ways to continually improve and increase the value of the program. The trainer should be able to completely understand the domain/product and be able to make valuable contributions to the improvement of training SOPs, presentations, documents and provide meaningful solutions to bridge any existing gaps.
Responsibilities
Training-related Responsibilities
- Plan and direct classroom training / VILT, electronic learning, multimedia programs, and other computer-aided instructional technologies, simulations and workshops
- Call, Email & Chat Audits & Feedback to gauge the performance of the associates
- Coach and motivate agents for better customer satisfaction through better communication and customer care skills
- Coordinate with the stakeholders regarding the performance/improvement of agents that have been coached
- Conduct communication screening during the hiring phase
- Refresher training based on TNI/TNA
- Maintaining the highest level of quality in operations ensuring adherence to all the linguistic parameters per the norms
- Evaluate trainees for the duration of the training and existing team members by administering regular assessments and activities followed by a feedback process
- Prepare weekly training status reports on on-going training and highlight red flags or other important points requiring the leads attention.
- Create session plans that cater to the needs of the delivery team/client
Training Need Identification & Content Creation
- Understand & analyze training needs and recommend/develop suitable solutions
- Conduct learning needs assessment based on trainee performance and behavior
- Design or customize training modules/training materials/presentation, manuals and visual aids based on TNA, Client, Quality team recommendations to ensure continued relevance of the programs
Other Responsibilities
- Have regular meetings with Operations, HR to ensure inter department coordination and communication.
- Participate in client calls regarding updates on ongoing training and process improvement initiatives
- Mentor new instructors on subject matter and course delivery techniques for assigned technical courses
QUALIFICATIONS
Minimum Experience
At least 3+ years of experience in delivering New hire training and floor coaching
Education Requirements
Graduate (must)
Must Have
- Knowledge about Consonant & Vowels sounds and English grammar
- CEFR parameters and assessment criteria
- Excellent presentation (Powerpoint) and communication skills (spoken & written)
- Strong interpersonal skills (client management critical task)
- Acumen for learning and skill development and client interaction
- Ability to work independently in a 24*7 work environment with minimal or no supervision
- Operating knowledge of Google workspace ( Gmail, Google docs, sheets and slides)
Good to Have
- Sound knowledge of training concepts and methodologies (TTT certified)
- Understanding of Data Analysis / RCA
Interested candidates can share resume on ka*********m@co******t.com
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer SuccessRole: Customer Success ManagerEmployement Type: FreshersContact Details:
Company: CognizantLocation(s): Hyderabad
Keyskills: Training Programs Learning And Development
Cognizant
Seven Consultancy is a result of the motivation of young entrepreneurship under the guidance of experienced professional from industry. Young entrepreneurs know the recent trends of market. Flexibility of the services has helped Seven consultancy to secure a brand name in the market. So we have acce...
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