Responsibilities:

 Responsible for the planning and delivery of voice training and relevant client domain requirements

 New hire V & A training with domain specific intervention

 Conduct periodic training needs analysis for voice skills and collection efficiency

 Floor intervention for performance improvement

 Review, maintain and upgrade training material

 Oversee the workflow for the trainers reporting into him/her across TSI locations

 Review weekly reports from both Internal and External trainers

 Guide new trainers in the day to day responsibilities and conduct TTT

 Working with Operations & Quality team to identify TNA and working on refresher plans

 Planning of training batch schedules

 Ensure training resources are in place

 To deliver training sessions in adherence with manuals and rigid training schedules

 Provide weekly training reports to the management as well as Business Units

 Review manuals on a periodic basis to ensure it is in line with current trends

 Conduct Development training

Key Result Areas:

 Overall Team Certification scores across all training batches at 90%

 Deliver Training Requirements Timely & Qualitatively

 Conduct Gap and Training Need Analysis within assigned processes and conduct Refresher training as required

 Initiate improvements under the purview of communication

 Review & recommend improvement of training content

 New Hire batches to complete Process training with a minimum average score of 95%

Required Qualification:

 Bachelor’s Degree Required

 Should have obtained minimum 3 rating in the last 2 appraisal cycle

 Employee should not be in any active counseling

 Domain experience of at least 2 years as Voice and Accent trainer

 Excellent presentation, Excellent written and verbal communication skills with the business sense to recognize both departmental and company priorities

 Knowledge of MS office is required to include PowerPoint and Excel

 Open to working in Night shifts

 Must be detail oriented

 Leadership and people management skills are required

 Must be able to travel both internationally and within India

Interested candidates Call or Whatsapp on 9702826679