Conduct Class room trainings for new hires and employees on Voice & Accent and soft skills
Conduct Class room trainings on modules like Voice & Accent (neutral), Customer Service and Telephone Etiquette, Communication Skills, Email-Etiquette, culture sensitisation etc.
Coordinate & share training need analysis, call monitoring requirements etc to the Process Leaders
Conceptualise & develop voice training initiatives for improved voice quality
Identify training needs across levels through mapping of skills required for different roles and analysis of the existing level of competencies.
Plan, implement and evaluate professional voice & accent development programs for employees as per evolving needs of the business
Undertake validation & development of courses and training material as well as involved in training evaluation and assessing effectiveness.
Monitor calls and share detailed feedback which will help the employees in improving on call delivery.
Conducting the Language assessment during the interview process for the applicants.
Calibrate the Team Leaders for providing inputs on effective communication
Prepare training tools/questionnaires as per requirements.